Assistant Shop Manager

Phoenix Bikes is an Arlington, Virginia nonprofit that uniquely combines youth educational programs with a full-service bike shop. We pursue a dynamic mission: harnessing the power of bikes to help youth build passion, purpose, and a place in the community. Our incredible supporters—including individual donors, business sponsors, and bike shop customers—make it possible for us to offer our youth programs entirely free of cost and to offer repairs and sales at affordable prices, so that we can serve the underserved in our community.

Position Description

The Assistant Shop Manager is a new, full-time (40 hour/week) position that will lead our service team in delivering professional, high quality repair services to customers. This team member will be an experienced bike mechanic who sets high standards for mechanics work, customer communication and satisfaction, and overall shop operations. This position reports to the Shop Manager and will manage and mentor both part-time high school interns and adult mechanics. On days when the Shop Manager is not scheduled to work, this position will manage the full sales/service team.

Manage the Service Department

Typically 4 days a week, this position will work alongside the Shop Manager. While the Shop Manager runs sales and overall operations, the Assistant Shop Manager will lead the following work of the service department:

• Welcome a diverse community of customers to the shop, understand their concerns with their bikes, and intake bikes for repair work. This position sets the standard for customer service, making all cyclists feel welcome regardless of riding ability or mechanical knowledge and ensuring high levels of rider satisfaction.
• Perform thorough repair estimates and communicate clearly with each customer on the necessary work, estimated costs, and what can fit their budget. Once service is completed, ensure that customers are communicated with promptly.
• Meet or exceed overall service and profitability metrics by managing the service appointment schedule and assigning work to service technicians to efficiently complete bike builds, walk-in repairs, and appointment-based repairs.
• Train and evaluate service technicians on all service functions, including how to intake bikes, perform estimates and communicate with customers.
• Collaborate with the Shop Manager to mentor high school students as student mechanics (unpaid) and interns (paid), providing them with repair and customer service experience to build career skills. Ensure the shop is, first and foremost, a student-friendly and student-focused learning environment.
• Handle all service-related customer concerns to ensure customer satisfaction. Continuously study, evaluate, and re-design service processes to prevent repeat issues and improve quality of service.

Manage Shop Operations

Typically one day a week, when the Shop Manager is not present, this position will also lead the sales team and overall shop operations. In addition to the duties above, this work will include the following:

• Manage overall physical operations of the shop, including opening and closing the physical shop and the cash registers and ensuring the shop is clean, safe and organized at all times.
• Assign work for the sales team and ensure all employees are working purposefully towards shop goals.
• Serve as the first point of contact with sales and service customers and resolve any complex transactions (refunds, exchanges, etc).
• Aid in the overall profitability of retail operations and assist in weekly reporting.
• Direct inventory management, including receiving, processing, and merchandising of inventory. Place wholesale orders as needed.
• Maintain and enhance information administrative systems, including record-keeping for financial transactions, bike donations/sales, Lightspeed retail/Lightspeed e-commerce, and the management of all physical and digital records.
• Aid in managing the supply of bike and part donations to maintain a constant and varied stock for sale; accept and prioritize incoming donations of bikes and parts.

Required Qualifications and Desired Skills

You might be a great fit for this role if you have:

• At least one year of professional bike mechanics experience.
• An eagerness to learn new things and solve problems.
• A warm, approachable manner, great listening and communication skills, and a drive to help others in any way you can, even on the toughest, busiest days.
• At least one year of experience managing, mentoring or training others, preferably including youth.
• A drive to succeed, with a track record of being punctual, working hard, and delivering results on time with minimal supervision.
• Fluency in English, with a strong preference for candidates who are also fluent in Spanish.
• Experience working with technology; experience with Lightspeed point of sale systems a plus.
• Ability to drive, including a current driver’s license, clean driving record and experience driving a cargo van or willingness to learn.
• Ability to lift up to 50 pounds, stand for the majority of 8-hour shifts, kneel, and reach.
• Willingness to work some Saturdays.

Salary & Benefits

• $20-22 per hour, depending on experience
• 15 days paid time off, 5 sick days and paid federal holidays
• Group health insurance
• SIMPLE IRA retirement plan, including 3% employer match
• Access to wholesale pricing on bicycles and accessories

Equal Employment Opportunity

We celebrate and embrace the diversity of everyone who walks through our doors and strive to be an inclusive place that cultivates compassion, expands perspectives, and grows the future stewards of our collective community. In our hiring and in our work, we do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

As an organization working directly with youth, we require all staff to successfully pass a background check as a condition of their hire.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan

Shift:

• 8 hour shift

Application Question(s):

• REQUIRED QUESTION: Please describe work you've done where you've used tools to fix or create something. If you have bike mechanics experience, please describe specific repairs you have made?
• How did you hear about us?

Experience:

• Customer service: 1 year (Required)

Language:

• Spanish (Preferred)

Ability to Relocate:

• Arlington, VA 22204: Relocate before starting work (Required)

Work Location: In person