Careers - Service Support

Our Service Support Specialist would be primarily working at a desk answering service phone calls, responding to service emails and assisting with the coordination of suspension service & warranty. Don’t worry though, there will definitely be times you’ll be turning a wrench. You are often the first interaction a customer will have with the service shop, and a strong customer service focus is imperative. This position requires you to have a very strong & current knowledge of bicycles, repairs & parts, in addition to solid problem solving skills. If you can educate a customer with the difference between an integrated headset and an internal one, you’re the type of person we want!

What we are looking for:

• Strong bicycle mechanic background - ideally 3+ years in a bicycle service shop
• Prior experience in customer service via phone, email, chat
• Passion for developing relationships with customers & suppliers
• Impeccable attention to detail 
• Ability to multitask & skilled at online research
• Ability to learn quickly in an ever changing environment
• Professional communication with managers and team members
• A passion for all things cycling
• Friendly personality compatible with a fast-paced but fun shop dynamic

Communication method(s) used:

• Email
• Phone
• In-person, in-store

Job Duties:

• Answer incoming service inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record service information within our customer database
• Schedule service appointments & keep customers informed about the status of their repairs
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Communicate with suppliers & vendors to help answer questions, get timelines for product, compatibility & other answers as needed
• Coordinate, organize & track outgoing and incoming suspension service work (SRAM, Fluid Function, Suspension Werx)
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Additional Requirements:

• Ideal but not critical, proficiency with Google suite (Docs, Sheets) and Lightspeed
• Additional duties & overtime as assigned

Full-time Benefits (after 3 months):

• Dental insurance
• Health insurance
• Employee discount

Schedule: 8 hour shift per day, 40 hours per week - Weekends

Salary: $18.00-$25.00 per hour dependant upon experience