Customer Experience Advisor

About the Company

House of Bikes is one of Canada's fastest-growing e-bike dealers, known for premium products, meticulous service standards, and a boutique customer experience.

We are seeking a
Customer Experience Advisor
to expertly guide customers in person at our showroom as well as by phone and online. You will support model selection, test rides, and confident purchasing decisions, and provide continued assistance throughout our clients' ownership journey, ensuring long-term satisfaction.

About the Opportunity

This role is ideal for a polished, customer-focused professional who values service excellence, takes pride in delivering a premium client experience, and thrives in a high-standards environment. You will be a trusted advisor for customers exploring e-bikes for leisure, commuting, lifestyle, and personal mobility, and will help shape a welcoming, high-quality showroom environment as our team and operations continue to grow.

We have recently welcomed to our team Cookie, our friendly Cocker Spaniel puppy, who is an integral part of the House of Bikes crew and equally dedicated to providing an exceptional experience for our customers.

What You'll Do

• Provide a warm, professional, and consultative client experience in our showroom, guiding customers through product education, model selection, and test rides
• Conduct structured test ride orientations, ensuring safety, confidence, and an enjoyable experience for every customer
• Support customers in finding the right product for their needs and making a confident purchasing decision
• Manage client communication before and after showroom visits, ensuring warm, timely, and thoughtful follow-ups across phone, email, and online inquiries
• Coordinate post-purchase client care, including product guidance, appointment scheduling, and support for warranty-related inquiries in partnership with the Service team
• Maintain a polished, organized, and customer-ready showroom environment that reflects a premium brand
• Process website orders, assist with documentation, and dispatch outbound shipments
• Coordinate e-bike pick-up appointments, and perform customer handoff demonstrations highlighting key functionality and best practices
• Administer the e-bike rental program, including bookings, brief feature demonstrations, and coordination with the Service team for bike readiness
• Contribute to a positive, team-based environment by collaborating with Sales, Service, and Management
• Support ongoing improvements to the customer experience, showroom processes, and brand standards

What You Bring

• Fluently bilingual in English and French, with the ability to deliver a polished, professional client experience in both languages (mandatory)
• Minimum 2 years of experience in a professional customer-facing role with a consultative sales component, ideally within a premium retail or boutique advisory environment
• Exceptional interpersonal and communication skills, with confidence engaging customers of all ages and backgrounds
• Strong emotional intelligence with the ability to read customer needs and tailor communication accordingly
• Professional, polished, and reliable — consistently representing the brand with warmth, clarity, and integrity
• Comfortable working independently and exercising strong judgment when serving customers
• Highly organized, attentive to detail, and comfortable in a fast-paced environment with shifting priorities
• Proactive, solutions-oriented mindset with a genuine interest in helping customers find the right fit for their needs
• Comfortable working in an environment with a dog present and able to help maintain a calm, safe, and positive atmosphere in the showroom
• Nice to Have:
   Interest in cycling, knowledge of bike components, experience in a premium retail or boutique service environment, familiarity with POS/CRM/e-commerce systems (e.g., Shopify).

Compensation & Culture

We offer a
premium compensation structure
that reflects the high standards and professionalism of this role, including
performance-based incentives
and the opportunity to advance as our team and operations grow. Compensation details are shared with shortlisted candidates.

This is a full-time, on-site role. Our showroom operates 7 days a week during the peak riding season (spring and summer), so weekend availability is required. Scheduling will be shared across the Customer Experience Advisor team to ensure a balanced rotation of weekend shifts.

How to Apply

Please email a
resume and tailored cover letter
to

Your cover letter should outline how your experience and customer service approach align with this role, and
why House of Bikes is the right fit for you at this stage of your career
.

We are seeking applicants who are genuinely aligned with our mission, values, and long-term commitment to building a premium e-bike experience in Ottawa.