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The Service Administrator is a key operational member of the Bici service team, responsible for coordinating customer communication, managing service workflows, and supporting the day-to-day organization of the service department.

This role plays an important part in delivering a premium customer experience by ensuring work orders remain organized, communication is proactive, and technicians are supported with accurate information and administrative coordination.

The Service Administrator combines strong organizational ability, communication skills, and operational awareness to help maintain an efficient, professional, and customer-focused service environment.

Key Accountabilities

Customer Communication

• Communicate with customers regarding service timelines, approvals, delays, and updates
• Proactively follow up on outstanding items and incomplete approvals
• Ensure customers receive timely, professional, and accurate communication throughout the repair process
• Help create a positive and premium customer experience from intake through pickup

Work Order Administration

• Help maintain accurate service work orders
• Coordinate with sales and warehouse teams to ensure bikes, parts, and work orders are ready before service begins, and efficiently transitioned to customer pickup or sales handoff once completed
• Update statuses, notes, and customer information within internal systems
• Monitor outstanding and aging work orders to ensure forward progress
• Ensure service records and documentation remain organized and complete

Operational Support

• Coordinate closely with service managers, mechanics, sales team and warehouse staff
• Assist with parts tracking, repair coordination, and service workflow management
• Help identify bottlenecks and operational inefficiencies within the department
• Support smooth day-to-day service operations during peak periods

Front-of-House Service Support

• Assist customers with bicycle drop-offs and pickups
• Help maintain a welcoming, organized, and professional service environment
• Support overall service department operations as needed
• Represent Bici professionally in customer-facing interactions

Expectations & Outcomes

• Customers receive proactive and professional communication throughout the repair process
• Work orders remain organized, accurate, and actively moving forward
• Service systems and records remain clean and up to date
• Mechanics and service managers are supported through strong operational coordination
• The service department operates with reduced friction and improved organization
• Customers consistently feel informed, confident, and well-supported

Skills & Experience

• Strong organizational and multitasking abilities
• Excellent written and verbal communication skills
• High attention to detail
• Comfortable working with computer systems and software
• Ability to remain calm and professional in fast-paced environments
• Strong problem-solving and follow-through skills
• Customer service experience preferred
• Experience in cycling, retail, or service operations is an asset but not required
• Strong knowledge of bikes and bike parts and a passion for bikes preferred

Physical Requirements

• Ability to lift and move bicycles, parts, and equipment as needed
• Ability to work in a fast-paced and dynamic service environment
• Ability to remain organized and focused while managing multiple priorities simultaneously

Scope of Role

This role requires strong organizational ability, operational awareness, and communication skills. The Service Administrator supports the day-to-day coordination of the service department while helping deliver a consistent, high-quality customer experience and maintaining Bici's standards for professionalism, organization, and service quality.

Position Title: Seasonal Service Administrator
Location: 1497 Adanac Street, Vancouver, BC
Position Type: Seasonal Full-Time (37.5 hours/week, some weekend availability)
Reports To: Service Manager
Compensation: $20–$22/hour depending on experience

You'll be the first point of contact for customers — keeping them informed, following up proactively, and ensuring every interaction feels professional and timely throughout the repair process.

You'll create and maintain accurate service work orders, monitor progress, and keep internal systems up to date — ensuring nothing falls through the cracks and repairs move forward efficiently.

You'll work closely with service managers, mechanics, and warehouse staff — helping coordinate parts, track repairs, and keep workflows organized so the whole department runs smoothly.