Administrative Assistant, Customer Care

Administrative Assistant, Customer Care

Who we are

We are a fast-growing leader in children's programming who offer high-quality bike and swim lessons across North America.

Our mission

We inspire kids to believe in themselves. 

Why you'll love working at Pedalheads

 Growth

Pedalheads has 170+ locations in 40+ cities with 2000+ amazing staff who get to teach 70,000+ children every year. Pedalheads has grown more than 50% over the past 2 years while maintaining a "love what you do" culture with considerable flexibility and opportunity for professional growth.

 Culture

Our people consistently attribute their love of working at Pedalheads to the culture and team. We're all about creating a supportive, energizing team environment with fun, friendly and driven people.

 Opportunity

We are passionate about developing our people and teams to their highest potential, with a high value on trust and empowerment.  Our progressive, collaborative culture and ambitious North American expansion plans translate into all kinds of career growth and development opportunities.

 Purpose

By teaching fundamental skills, building confidence and igniting their sense of adventure, we can forever impact the life of a child. Pedalheads also offers a generous bursary program and give back program through annual social giving, and we are continuously working on meaningful ways to make communities better for having us there

The Role

As an Administrative Assistant in the Customer Care department, you will be responsible for supporting the daily operations of the customer care team. You will assist with administrative tasks related to customer interactions, ensuring smooth and efficient service delivery. This role involves managing customer queries, maintaining records, and assisting in resolving issues, all while providing excellent service to enhance the customer experience.

Your Responsibilities: 

• Customer Support: Respond to customer inquiries via phone, email, or chat, providing accurate information and resolving basic issues or escalating them to senior staff as needed.
• Data Entry & Documentation: Maintain accurate customer records in the system, ensuring all interactions are logged and tracked.
• Process Support: Assist in processing customer registrations and cancellations according to company policies.
• Communication: Communicate with customers regarding registration statuses, account inquiries, and feedback, ensuring clear and timely updates.
• Team Collaboration: Work with other team members to ensure seamless customer service and effective problem resolution.
• Report Generation: Prepare and assist in generating reports related to customer service activities, feedback, and satisfaction.
• Administrative Tasks: Support the customer care team with general administrative duties such as filing, organizing documentation and delegation and completion of tasks
• Problem Resolution: Responsible for customer resolution and escalation of unresolved or complex customer issues to senior team members or relevant departments.

Skills and Qualifications: 

• Education: A high school diploma or equivalent
• Experience: Previous experience in a customer service or administrative role is an asset.
• Communication: Strong verbal and written communication skills, with the ability to communicate effectively with customers and internal teams.
• Organizational Skills: Strong attention to detail, with the ability to manage multiple tasks and prioritize effectively.
• Customer-Focused: A positive, empathetic, and patient attitude when dealing with customers.
• Technical Proficiency: Basic computer skills and familiarity with office software (e.g., Microsoft Office 365 or similar). Experience with HubSpot is an asset.
• Problem-Solving: Ability to handle customer inquiries, find solutions, and escalate when necessary.
• Team Player: Ability to collaborate effectively with colleagues and work in a team-oriented environment.
• Adaptability: Willingness to learn new processes, tools, and technologies as required.

Working Conditions: 

• Hours: Must be able to work weekends and early mornings starting at 6:00AM PST.

This role provides an excellent opportunity to gain hands-on experience in customer care while developing strong administrative and communication skills. This is an entry level position that has the potential to lead to growth within the organization.  

PAY AND PERKS 

The successful candidate will be paid hourly between $18.40 to $20.50 plus 4% in lieu of benefits. This position is based out of our Vancouver Office located at 4894 Fraser Street, Vancouver BC, V5V 4H5.

This is a truly amazing time for Pedalheads and we're excited to be expanding our team and creating so much opportunity and growth for both our staff and the kids that come to our camps. Apply now and find out why Pedalheads people love what we do. 

Pedalheads is committed to creating and upholding a diverse, inclusive and equitable environment that is respectful and welcoming to everyone. We believe that our programs are enriched by the presence of many voices from a variety of racial, cultural and religious backgrounds, political beliefs, ages, sexual identities and orientation, socio-economic backgrounds and physical and cognitive abilities.

We welcome applications from individuals of all identities and backgrounds. If you face any barriers to employment or require financial assistance or other accommodation during the recruitment and/or employment process, please feel free to contact the People and Culture team in confidence.