Pacers Bikeshare Field Operations Specialist

Organization Description

The Indianapolis Cultural Trail: A Legacy of Gene and Marilyn Glick is an internationally recognized linear park that seamlessly connects cultural districts, neighborhoods and destinations while also serving as downtown hub for the city’s greenway network. The Indianapolis Cultural Trail includes 5 acres of lush gardens, a vibrant art and culture program and is open and accessible 365 days a year. The Trail has become the way by which most people experience downtown Indianapolis and is managed and operated by Indianapolis Cultural Trail Inc, a 501(c)3 non-profit organization. The Cultural Trail operates the city’s Pacers Bikeshare program as a way to make the Cultural Trail, and the city, more accessible via bicycle. 

Indianapolis Cultural Trail, Inc (ICT) is a team of motivated and enthusiastic individuals that take great pride in what we do with and for the community. We have a flexible work environment and encourage big ideas and creative thinking. We work with volunteers and community partners to help carry out our mission and are grateful for generous contributions from donors to ensure the Trail is beautiful and accessible for everyone.

Job Description

The Pacers Bikeshare Field Operations Specialist is an hourly, nonexempt position responsible for ensuring the smooth operation of the Pacers Bikeshare System. This includes maintaining bikes and stations, redistributing bikes across the network, and delivering excellent customer service. Reporting to the Pacers Bikeshare Program Director, this role plays a vital part in supporting Pacers Bikeshare’s success.

Work Environment

This position involves hands-on work in both indoor and outdoor settings and requires a self-directed approach. As a public-facing role, the Field Operations Specialist represents Pacers Bikeshare and the Indianapolis Cultural Trail, providing positive interactions with bikeshare users.

• Typical Schedule: Monday through Friday, 7am – 8pm, with at least one weekend day required.
• Shifts generally range from 4 to 8 hours.
• Comprehensive training will be provided to ensure proficiency in bike and station maintenance, customer service, and bike balancing.

Responsibilities

Bike and System Maintenance

• Efficiently redistribute bicycles throughout the system to ensure bicycle availability meets demand
• Conduct routine inspections of bicycles to identify maintenance needs and ensure safety standards are met; perform necessary repairs promptly
• Perform minor maintenance on station kiosks, including troubleshooting issues and ensuring stations are clean and operational
• Monitor batter levels at stations, replacing and changing batteries as needed to maintain system functionality

Customer Service

• Respond to customer inquiries via phone and in person, providing clear, helpful information to resolve issues and enhance customer experience
• Serve as an Indianapolis Cultural Trail ambassador by positively engaging with bikeshare users and the public
• Deliver friendly, professional interactions with individuals and groups of diverse backgrounds
• Offer guidance on bikeshare use, Cultural Trail navigation, and general city information to support a positive user experience

Event Support

• Assist with group bicycle rides and Indianapolis Cultural Trail events by ensuring bikes are available, organized, and ready for participants
• Use sound judgment and problem-solving skills to address issues that may arise during events
• Collaborate with team members to support additional event-related tasks as assigned

General Support

• Actively contribute to a positive team environment by demonstrating flexibility, collaboration, and a commitment 
• Take initiative to identify and address system needs or maintenance concerns
• Perform other duties as assigned

All ICT employees serve as ambassadors for the organization and interact in a positive way with Trail users and the general public in downtown Indianapolis. As ICT is a growing organization; team members typically take on other duties as assigned when needed.

Qualifications

• Positive attitude and a collaborative team-oriented mindset
• Self-motivated with a strong sense of accountability and pride in work\
• Familiarity with downtown Indianapolis
• Strong commitment to delivering professional customer service
• Flexibility to adapt to a fast-paced, public-facing work environment
• Ability to work independently and effectively manage priorities\
• Basic understanding of maps, mapping software, and city navigation

Requirements

• Must be at least 18 years old
• Valid driver's license with a clean driving record

Physical Demands

• Ability to stand, crawl, crouch, stoop, squat, and/or kneel for prolonged periods
• Ability to lift objects weighing up to 60lbs to waist height and push up to 100lbs
• Ability to move freely throughout the work environment
• Willingness to work outdoors in all weather conditions
• Ability to ride a bicycle confidently

Preferred Qualifications

• Prior customer service experience
• Mechanical experience or bicycle maintenance skills
• Knowledge of Indianapolis’ bicycle infrastructure
• Experience using Google Suite tools

Benefits

ICT offers a variety of benefits to employees who qualify including health, dental and vision insurance, retirement plan and employer match, flexible work environment, company paid holidays, and generous paid time off. A full benefits package will be included upon request or during the interview process.