This position
might be for you if you enjoy interacting with others, want to make a positive impact to encourage healthy and active living and/or believe in greenhouse gas reduction, and affordable transportation options. The people that do well here are self-starters, and enjoy a startup type of environment. We also have a new software project that we’d love your help in testing! (up to 40% of the job,.. all you need to do is play the role of a bike share user with your iPhone).

Shifts vary from early morning (7am) to those ending late evening (1030pm – latest) and all team members will be expected to work some weekend shifts as part of the coverage schedule.
We have dedicated/separated space and COVID Worksafe measures in place to accommodate CS Agents working on-site but also have remote working capabilities for those with a home connection. Training likely will be done in-office but then quickly move to a remote working model (if desired).
Mobi by Shaw Go (operated by Vancouver Bike Share Inc.) is the official bike share program of the City of Vancouver and is part of the City’s vision of promoting cycling as a part of daily life. We provide a fleet of 2000+ bikes and 200+ stations as part of our service and share the City’s desire to provide sustainable, and convenient transportation options to our members and Vancouver visitors alike.

What you will do:
Articulate solutions to complex problems via phone, social media, and email.
Effectively communicate with our field operations team to troubleshoot bicycle and station issues.
Testing software on mobile devices in the field.
Investigate and follow up on customer requests.
Record customer interactions and transactions quickly and with accuracy.
Update customer files and databases.
Follow company processes and protocols.
Perform additional duties as assigned by Manager/Supervisor.
Option to perform field event duties (eg. represent the brand at street festivals)

General Qualifications and personal traits:
Previous experience in customer service
Comfortable with technology such as web-based software and mobile devices
Detail oriented
Reasonable typing speed
Knowledge of Vancouver city streets
Excellent verbal and written communication skills
Friendly demeanor towards others
Natural ease dealing with the public
Asset: Technical troubleshooting methodology
Asset: Strong interest in cycling and public transportation
Asset: Computer and software knowledge
We are open 7 days a week, and with this being the case, evening and weekend work should be expected.
Remote working.

To apply,
please e-mail your resume and a brief covering letter to:
steve@mobibikes.ca
subject: Customer Service Representative