Service Manager

About the role

The Service Manager position at Trek Store Stafford is a pivotal role within the service center, responsible for overseeing all operational aspects and ensuring exceptional customer experiences. Reporting directly to the General Manager, this individual will be accountable for managing staff, setting performance metrics, and enhancing overall service quality.

Responsibilities

• Lead the Service Center, making key decisions on workflow, staffing, and KPIs to optimize customer service
• Communicate with customers to recommend appropriate services and maintain a welcoming atmosphere
• Train and motivate the service team to deliver top-notch customer service
• Manage service costs and ensure efficient department operations
• Organize service orders and ensure timely delivery of bikes to the sales floor
• Write more than 50% of the work orders for the shop, ensuring accurate and detailed documentation
• Develop and mentor employees, fostering a culture of continuous improvement
• Anticipate shop needs and align service and sales teams for optimal performance

Requirements

• High energy and a proactive approach to problem-solving
• Excellent communication skills, particularly in writing and customer interaction
• Strong leadership abilities and the capacity to develop future leaders
• Effective planning and organizational skills to meet shop needs
• At least 3 years of bicycle service center experience
• A commitment to providing exceptional customer service
• An active learning mindset and willingness to attend Trek Service classes
• Proactivity in staying updated on industry changes and trends

Qualifications

• Positive attitude and enthusiasm for helping customers
• Fantastic hospitality skills, including a warm demeanor and strong listening abilities
• Ability to handle challenging situations with professionalism and empathy
• Experience in managing a team and leading by example
• Knowledge of Trek’s products and services

Skills

• Exceptional communication skills, both written and verbal
• Strong leadership and motivational skills
• Effective time management and organizational skills
• Customer service expertise
• Ability to adapt to changing circumstances and priorities

Benefits

• Flexible and fun company culture
• Competitive health care plans (PPO & HDHP medical, dental, vision)
• Flexible Spending Accounts (FSA)
• Free life insurance & optional term life insurance
• Competitive vacation package
• 401(k) with match and Employee Stock Ownership Plans (ESOP)
• Up to 12 weeks of maternity leave with 100% pay
• Paid company holidays
• Tuition reimbursement up to $15,000!
• Employee discounts on all Trek products
• Deep partner retail discounts

Pay

$20.00 - $25.00 per hour

Schedule

Full-time position, hours may vary based on store needs