Service Writer
Role: Service Writer
Location: North Bend, WA
Job Summary:
The Line Experience is on a mission to help individuals experience the joy and freedom of riding bikes. We provide low-cost bike rentals and skill building areas to progress in the sport while creating a welcoming community for riders of all levels. We also pay attention to the human-bike connection, and are known for excellent suspension service, bike-fitting, and custom bike builds.
At The Line Experience, we believe bikes should be fun, accessible, and ready for adventure. As the Service Writer, you will be the welcoming face of our service department—helping riders understand their bike’s needs, ensuring clear and accurate work orders, and keeping service operations running smoothly. You will serve as the link between customers and our service team, translating rider concerns into precise repair instructions and ensuring that every guest leaves feeling confident and excited to ride.
Responsibilities:
Customer Service & Intake
Greet customers promptly and warmly, both in person and over the phone.
Responsible for follow-up communication regarding customer inquiries via email, text, & voicemail in a timely manner
Listen actively to understand customers’ needs, concerns, and riding goals.
Explain service options, timelines, and costs clearly and professionally.
Provide basic troubleshooting and education about bike care.
Work Order Management
Create accurate, detailed work orders in point-of-sale/service systems.
Communicate service schedules to customers, follow up on changes/updates with customers, and confirm customer authorizations.
Maintain accurate customer and service records.
Operational Support
Support parts ordering, including checking inventory and suggesting alternatives.
Help maintain a clean, safe, and organized service area.
Process payments and close service tickets.
Team & Culture
Collaborate closely with mechanics and other front-of-house staff to ensure efficiency.
Participate in ongoing training on bikes, components, and customer service skills.
Represent The Line Experience’s mission, values, and community-focused approach.
Preferred Qualifications:
2 years of retail or customer service experience.
1 year of experience working in the service department of a bicycle shop
Basic bike mechanic skills including tire changes, tubeless setup, and derailleur adjustments
Strong verbal communication and listening skills.
Intermediate knowledge of bicycle components, repair terminology, and cycling culture.
Comfortable working in a fast-paced environment with shifting priorities.
Ability to use point-of-sale and scheduling software.
Excellent time management and multi-tasking skills
Excellent at communicating including via messaging, email, phone, and in person
Experience with Lightspeed inventory/POS software
Bilingual or multilingual verbal skills
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to stand for extended periods (up to 4 hours at a time)
Lift up to 50 lbs (e-bikes, boxes etc)
Bend, knee, and reach while handling bicycles and equipment
Ability to ride bicycles.
Work indoor and outdoors in all seasons.
The statements listed above are intended to describe the general nature of the work being performed. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.
Benefits: The Line offers a competitive salary, health, dental, and vision insurance, paid time off and holidays, 401k, employee discounts on rental bikes and retail products, and opportunities for advancement and professional growth.
Hourly – Starting at $21-25/hour depending on experience.
Join our team at The Line Experience and be a part of bringing mountain and gravel biking to everyone!