Customer Experience Advisor
CUSTOMER EXPERIENCE ADVISOR
LOCATION
Ottawa, ON
In-store position
ABOUT THE COMPANY
House of Bikes is one of Canada’s fastest-growing e-bike dealers, known for premium products, meticulous service standards, and a boutique customer experience.
We are seeking a Customer Experience Advisor to expertly guide customers in person at our showroom as well as by phone and online. You will support model selection, test rides, and confident purchasing decisions, and provide continued assistance throughout our clients’ ownership journey, ensuring long-term satisfaction.
ABOUT THE OPPORTUNITY
This role is ideal for a polished, customer-focused professional who values service excellence, takes pride in delivering a premium client experience, and thrives in a high-standards environment. You will be a trusted advisor for customers exploring e-bikes for leisure, commuting, lifestyle, and personal mobility, and will help shape a welcoming, high-quality showroom environment as our team and operations continue to grow — including our shop dog, Cookie, who’s become part of the customer experience we’re known for.
Our showroom operates 7 days a week during the peak riding season (spring and summer), so weekend availability is required. Scheduling will be shared across the Customer Experience Team to ensure a balanced rotation of weekend shifts.
This is a full-time, 1-year position (January–December 2026) with a strong possibility of extension based on performance and business growth. The role is designed as a long-term opportunity for the right candidate, with room to take on greater responsibility as our operations expand.
WHAT YOU'LL DO
- Provide a warm, professional, and consultative client experience in our showroom, guiding customers through product education, model selection, and test rides
- Conduct structured test ride orientations, ensuring safety, confidence, and an enjoyable experience for every customer
- Support customers in finding the right product for their needs and making a confident purchasing decision
- Manage client communication before and after showroom visits, ensuring warm, timely, and thoughtful follow-ups across phone, email, and online inquiries
- Coordinate post-purchase client care, including product guidance, appointment scheduling, and support for warranty-related inquiries in partnership with the Service team
- Maintain a polished, organized, and customer-ready showroom environment that reflects a premium brand
- Process website orders, assist with documentation, and dispatch outbound shipments
- Coordinate e-bike pick-up appointments, and perform customer handoff demonstrations highlighting key functionality and best practices
- Administer the e-bike rental program, including bookings, brief feature demonstrations, and coordination with the Service team for bike readiness
- Contribute to a positive, team-based environment by collaborating with Sales, Service, and Management
- Support ongoing improvements to the customer experience, showroom processes, and brand standards
WHAT YOU BRING
- Fluently bilingual in English and French, with the ability to deliver a polished, professional client experience in both languages (mandatory)
- Minimum 2 years of experience in a professional customer-facing role with a consultative sales component, ideally within a premium retail or boutique advisory environment
- Exceptional interpersonal and communication skills, with confidence engaging customers of all ages and backgrounds
- Strong emotional intelligence with the ability to read customer needs and tailor communication accordingly
- Professional, polished, and reliable — consistently representing the brand with warmth, clarity, and integrity
- Comfortable working independently and exercising strong judgment when serving customers
- Highly organized, attentive to detail, and adaptable to thrive in a fast-paced environment with shifting priorities
- Proactive, solutions-oriented mindset with a genuine interest in helping customers find the right fit for their needs
- Comfortable working in an environment with a dog present and able to help maintain a calm, safe, and positive atmosphere in the showroom
-
Nice to Have: Interest in cycling, knowledge of bike components, experience in a premium retail or boutique service environment, familiarity with POS/CRM/e-commerce systems (e.g., Shopify).
COMPENSATION & CULTURE
We offer a premium, above-market compensation structure based on experience, with performance-based incentives and opportunities to grow as the company scales. Compensation details are shared with shortlisted candidates.
HOW TO APPLY
Please email a resume and tailored cover letter to hr@houseofbikes.ca.
Your cover letter should outline how your experience and customer service approach aligns with this role, and why House of Bikes is the right fit for you at this stage of your career.
We are seeking applicants who are genuinely aligned with our mission, values, and long-term commitment to building a premium e-bike experience in Ottawa.
