Bicycle Service Writer – Customer Service & Scheduling

About the role

The Service Writer is the primary liaison between customers and bike mechanics, overseeing the administrative side of the service department. You will ensure a smooth, organized, and customer‑focused experience while supporting sales opportunities.

Key responsibilities

• Manage service scheduling, appointments, and workshop operations to support mechanics.
• Write and maintain over 50% of work orders, documenting equipment condition and any missing or damaged parts.
• Oversee workflow, staffing, and key performance indicators to maintain high customer satisfaction.
• Communicate clearly with customers, providing unbiased advice, technical consultations, and upselling opportunities.
• Maintain product knowledge on bicycles, accessories, and fitting techniques; assist with assembly of large accessories.

Required profile

• Genuine passion for bicycles and strong customer‑service orientation.
• Positive, team‑oriented attitude with reliable attendance and ability to follow directions.
• Experience in retail sales or customer service, preferably with two+ years of bike mechanic experience.
• Ability to work in a fast‑paced environment, handling multiple priorities and physical tasks (lifting up to 50 lb).

Required skills

• Proficiency with point‑of‑sale (POS) systems.
• Competence in Google Workspace (Gmail, Docs, Sheets, Drive).
• Technical knowledge of bicycles, components, and accessories.