Front End Sales And Service Technician at The Hub Bike Co-op

Front End Sales/Service Technician

Responsibilities

This position is responsible for providing customer service and excellent technical service to Hub Bike Co-op patrons seeking either Sales or Repair services. The Front End Sales and Service Technician will work a mixture of Front End Sales shifts and Repair/Service Department shifts and will at minimum be provided training to assemble new bikes for sale and install related accessories. Additional previous bike mechanic experience is highly valued, and will be utilized through a greater variety of Service shift types as suited to the candidate’s experience level. Other customer service duties applicable to both Sales and Service include greeting and directing customers, providing knowledge of products and services that The Hub Bike Co-op offers, and speaking to customers on the telephone and/or over text message/SMS (from the Hub’s point of sale system). Position is seasonal (generally March - September, weather-depending) and may be full- or part-time depending on needs of employees and availability of hours at The Hub.

Overall Duties

● Provide excellent customer service to people of all ages, abilities, cultures, races, colors, ancestries, sex, gender identities, income levels, sexual orientations, religions, and riding styles.

● Share product knowledge and enthusiasm for bikes with customers

● Answer phones using appropriate greeting and direct calls as needed

● Utilize Lightspeed Point of Sales, Homebase, Google Drive, and email for daily shop operations

● Perform cashier duties, including opening & closing procedures (cash handling, count tills & making note of any discrepancies)

● Read emails and send out necessary emails to coworkers to stay connected to ongoing Hub events, meetings and proposals

● Attend all mandatory trainings

● Complete tasks or projects you take on or bottomline

● Be knowledgeable of the services The Hub provides, including but not limited to repair packages, special order process, used bikes and consignment programs, classes/open shops, events, professional fittings, product sales, etc.

● Communicate with customers and coworkers in a respectful manner, and participate in good faith in The Hub’s Resolution Process as requested to resolve workplace conflicts and repair working relationships.

● Complete daily shared cleaning tasks for the break room and common spaces

● Familiarize yourself with and follow Hubs norms and policies as outlined in the Official Hub Handbook

● Hold yourself and co-workers accountable to Hub policies & practices via direct communication and peer reviews

● Participate in General, Department, and other meetings as scheduled. Collaborate and actively engage in a consensus-based decision making process during scheduled meetings and/or through email consensus processes.

● Hold Hub customers accountable to interacting respectfully and safely with Hub employees and with other customers. Work independently and/or with coworkers to address unsafe and/or disrespectful conduct in-the-moment using de-escalation strategies, direct communication, or by enforcing the customer ban procedure. Conduct work in either the Sales or Service Departments with understanding and mindfulness towards the Hub’s asset protection strategies. Work to address and respectfully call out your own, your coworker’s, and/or Hub customers’ implicit biases when they arise.

Sales Specific Duties

● Monitor & restock salesfloor inventory and put items that need to be reordered in Order Book

● Assist the Ordering and Receiving Department by tagging and stocking newly-received product on the Sales Floor and/or appropriate backstock locations.

● Remain current in knowledge of apparel, parts, accessories, and bikes so that you can assist customers in making informed purchases

● Understand the Hub’s product spreads and be able to offer “good-better-best” options to customers based on their stated needs and preferences.

● Size bikes to customers accurately based upon training provided

● Maintain a clean and tidy appearance in the Front End by sweeping floors and mopping as needed, and by keeping products well-organized

● Follow the Hub’s front end policies and procedures

● Keep up daily bathroom cleaning responsibilities and fill out corresponding checklist Service Specific Duties

● Complete assigned shift work in an efficient and thorough manner

● Include clear and thorough notes on all repair and/or bike build tickets and properly file all tickets, customer property, parts, and bikes in accordance with Hub policies and procedures

● Maintain the service area’s appearance and organization throughout each shift

● Respectfully deliver and accept guidance, feedback, and double-checks related to job duties

● Stock service department parts; follow procedures to reorder low-inventory products

Desired qualifications

● Organized and detail-oriented

● Ability to prioritize tasks and work independently and efficiently

● Good communication

● Experience or interest in cooperative development and consensus decision making

● Self-motivated and good follow through

● Customer Service experience

● Love of bikes and bicycling

● Previous bike mechanic experience in a professional shop setting will be prioritized

● Multilingual spoken language skills (Spanish, Somali, Oromo, and/or Hmong preferred) Physical Demands

● The person in this position needs to frequently (almost constantly) move about the shop, as well as through entrances and exits of the shop to assist customers and perform essential job functions, and must be able to sustain this movement for 6-8 hours at a time, with occasional breaks.

○ There is a half-inch height difference between the sidewalk grade and the front door grade.

○ There is a 3-inch height difference and 6-inch height difference between the sidewalk grade and the grades of the two rear entrances.

○ Each entrance is at least 32” wide (the front entrance is 36” wide).

○ The front entrance has a crash bar latching mechanism, and each rear entrance has an oblong door knob. The door to the bathroom has a round door knob, as do entrances to the Small Parts room and the Sales Floor Backstock room.

○ The concrete traffic surface at the rear exterior of the building is very rough. The concrete traffic surface at the front exterior of the building is very even. The concrete flooring throughout the building is very even.

○ The building is a single story except for two mezzanines accessed by a flight of ~15 standard-height stairs, which serve as an employee break room/locker area and an administrative office. Access to these mezzanine spaces is not essential to perform functions of the job.

● Frequently (many times a day) utilize fine visual acuity to inspect items the size of an apple seed or kernel of corn, or slightly smaller.

● Frequently (many times a day) utilize fine motor dexterity of the hands to manipulate objects the size of an apple seed or kernel of corn, or slightly smaller

● Frequently move and lift bicycles, accessories, and other cycling equipment weighing up to 70 pounds above eye level

● Use a computer and type using a standard QWERTYUIOP keyboard and standard mouse. Computer usage is frequent (many times a day).

● Must be able to perform the essential functions of this job, reasonable accommodations may be made to enable individuals to perform these essential functions

Time Commitment

● March - September, with potential for year-round employment

● Part-Time to Full-Time hours (Minimum 16 hours, up to 38 hrs/week. Overtime is discouraged but may be allowed on an as-needed basis.)

● General Meetings (1.5 hrs/month)

● Relevant Department trainings (up to 3 hrs/month)

Compensation

● This position qualifies as Level 2 of The Hub’s wage scale, starting at $16.50 with additional compensation calculated for directly relevant job experience

● This position is eligible for Professional Deals (pro deals) with many of The Hub’s vendors, as well as a standard employee discount for Special-Ordered products equal to 10% above wholesale cost.

● This position is eligible to apply for Worker-Ownership after 1,000 hours worked at the Hub. Worker-Owners are offered partially-subsidized group health and dental insurance plans, receive profit-sharing, have access to a lifelong discount on products at The Hub, and are responsible for decision-making regarding high-level business operations and financial decisions.

● This position is eligible for 80 hours of paid Parental Leave after 1,250 hours worked at The Hub.

● Every Hub worker receives Paid Time Off accrued at a rate of 1 hour for every 30 hours worked. There is no probationary period to access this benefit. PTO is capped at a maximum of 48 hours accrued/year, with a maximum of 80 hours allowed to roll-over year-to-year.

● Hub workers also have the flexibility to request additional unpaid time off. In the busy season (March-September), these requests should not be in excess of 10 days; in the slow season (October-February), these requests have no duration cap.

____________________

The Hub Bike Co-op does not and will not discriminate for or against any employee or applicant for employment based on sex, gender expression, gender identity, race, religion, creed, color, national origin or ancestry, age, disability, marital status, sexual orientation, military or veteran status, genetic information, child or spousal support withholding, citizen or immigration status, or status with regard to public assistance. This policy applies to all aspects of employment at the Hub Bike Co-op, including recruitment, advertising, hiring, training and development, promotions, transfers, terminations, demotions, layoffs, compensation and benefits, social and recreational programs, and all other conditions and privileges of employment in accordance with applicable federal, state, and local laws.

Available shifts and compensation: We have available shifts all days of the week. Compensation is $16.50 - $26.25/hour.

About The Hub Bike Co-op: The Hub Bike Co-op is a worker-owned and operated bicycle repair and retail center serving the greater Twin Cities cycling community. We provide a welcoming and safer space for people from all walks of life to approach cycling in a non-judgemental atmosphere, whether they are commuters, recreational riders, competitive cyclists, or are just beginning their cycling adventures. Our motto is, "All types of bikes, for all types of people." In addition to our curated spread of bikes, cycling accessories, and cycling apparel, The Hub offers many complementary services, including: -Financially-accessible bicycle repair classes -Refurbishment and resale of used bikes at great value -DIY bike repair stations for rent -Comprehensive bicycle fittings -Free open shop nights in partnership with Twin Cities Grease Rag and the Bicycle Alliance of Minnesota, with specific offerings for femme and gender diverse folks and BIPOC folks -A full suite of repair services tailored to your individual cycling needs by our personable and professionally-certified mechanics The Hub prioritizes mindfulness for a positive environmental, economic, and social impact in our business operations whenever possible. We source locally-produced and environmentally-friendly products and shop supplies, and take our services as community scrap metal, rubber, and e-waste recyclers seriously. We strive to purchase our product from other local and independently-owned businesses and reinvest in our local economy. We are actively involved with our neighborhood organizations, residents, and local government to promote the accessibility of cycling on an individual, structural, and legislative level. As a cooperative, we center the well-being of workers, and stand behind and strategically support growing cooperatives and collectives, and unionization and worker's rights movements. Our faith in the power of the bicycle to unite people, provide economic and transportation liberation, boost well-being and quality of life, and to serve as a functional and enjoyable alternative to a car-centric society is behind everything that we do. Learn more about us at www.thehubbikecoop.org.

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