Service Advisor
2 months ago
**Why We’re Rad (about us)**:
Rad Power Bikes, one of North America’s largest electric bike brands, is on a mission to get people onto bikes that are built for everything and priced for everyone.
Our company is a driving force behind the e-bike market expansion in North America. We are the first mover in the omnichannel retail space for personal mobility products and we continue to develop industry-leading, innovative e-bikes. Rad Power Bikes has grown to 650,000+ customers, leading a global revolution in low carbon mobility.
We are seeking a full time Service Advisor for our Vancouver location. Our Service Advisor will be responsible for greeting customers and listening attentively to their needs and requests, monitoring and scheduling appointments, diagnosis and estimating repair costs, selling service packages, building out work orders, delegation of repairs, problem solving concerns and complaints, and follow up with customers to ensure an unrivaled customer experience.
**Why You’re Rad (about you)**:
- 1-2 years working in a customer facing position, particularly in a service department
- Exemplary customer service skills
- Strong attention to detail and prioritization
- Ability to multitask and work well under pressure
- Relationship focused approach to customer service
- Passion for bikes and getting people back in the saddle
- Impeccable communication skills, especially under pressure
**Additional Requirements**:
- Sales experience, articulate, highly congenial/people person
- Working knowledge of apps (Shopify, Zendesk) and cloud based software (Google suite)
- Ability to ascend / descend ladders
- Ability to bend, stoop, crouch, kneel, walk, stand, and sit for extended periods of time, up to 8 hours / day
- Ability to lift, push/pull, leverage and carry 65+ pounds without assistance
- Proficient manual dexterity required while using a variety of hand tools and other equipment
**You get bonus points for**:
- Proven passion for customer satisfaction in the retail bike industry
- Strong diagnostic knowledge of RPB mechanical and electrical systems
**Had you been with us last month, the top 5 things you would have impacted are**:
- Maintained an elite and positive customer experience by ensuring customers are being greeted with energy, enthusiasm, and genuine care
- Gained superior product knowledge to effectively educate customers and advise appropriate level of parts and service
- Set, confirmed, and prepared appointments for customers with confidence and professionalism and prioritized service appointments based on customer needs
- Communicated frequently with supervisors, mechanics, and spare parts associates to ensure timely completion of work
- Efficiently determined recommended levels of service and replacement parts and drafted clear and concise work orders to ensure proper delivery for both the customers and mechanics
- Additional duties and overtime as required
**Working at Rad is built around our RADICAL values - we are**:
- Results-Driven: We aim for success each day and lead the charge towards a sustainable future.
- Accountable: We are responsible to our environment, communities, partners and team.
- Diverse: We are inclusive of all experiences, backgrounds and skills. We value every voice.
- Innovators: In the face of challenge, we continuously innovate and improve.
- Customer-Driven: We are dedicated to the experience and safety of our riders.
- Approachable: We are kind, transparent, collaborative, and always willing to help.
- Learners: We grow and change, always driven towards personal and professional excellence.
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