Appliance Service Admin

Farm & Home Hardware•Ashland, OH

2d•Onsite

About The Position

We are seeking a highly organized, customer-focused Appliance Service Department Administrator / Service Writer to serve as the primary point of contact for our appliance service customers. This position is responsible for managing service calls, scheduling technicians, creating work orders, ordering parts, processing warranty claims, maintaining accurate records, and ensuring an outstanding customer experience from the initial call through final resolution. The ideal candidate is detail-oriented, thrives in a fast-paced environment, communicates professionally, and can effectively balance customer service, administrative responsibilities, and operational support.

Requirements

High school diploma or equivalent.
Strong customer service skills.
Excellent verbal and written communication abilities.
Strong organizational and multitasking skills.
Proficiency with computers and common office software.
Ability to work independently while managing multiple priorities.
Professional and positive attitude.
Exceptional attention to detail
Strong problem-solving abilities
Ability to remain calm under pressure
Customer-first mindset
Strong time management
Team-oriented attitude
Professional communication
Accuracy in data entry and record keeping
Ability to sit, stand, and walk throughout the workday.
Ability to lift up to 25 pounds occasionally.
Ability to use office equipment including computers, phones, printers, and scanners.

Nice To Haves

Experience in appliance service, service writing, dispatching, warranty administration, or customer service.
Experience with inventory management and receiving.
Familiarity with appliance brands and repair processes.
Experience with POS, scheduling, or service management software.

Responsibilities

Answer incoming service department phone calls and emails.
Assist customers with appliance service inquiries, troubleshooting, and appointment scheduling.
Provide professional and courteous communication throughout the service process.
Follow up with customers regarding appointment confirmations, parts availability, and repair status.
Resolve customer concerns and escalate issues when necessary.
Create and maintain accurate service work orders.
Collect and verify customer information, appliance model numbers, serial numbers, and warranty information.
Schedule service calls and coordinate technician routes.
Monitor open service tickets to ensure timely completion.
Update service records and notes throughout the repair process.
Order repair parts from manufacturers and distributors.
Track parts orders and maintain communication with customers regarding expected arrival dates.
Receive and process parts into inventory.
File manufacturer warranty claims accurately and on time.
Ensure warranty documentation meets manufacturer requirements.
Research claim discrepancies and resolve reimbursement issues.
Process customer payments and maintain accurate records.
Assist with service department reporting and documentation.
Maintain organized customer and service files.
Monitor service department inboxes and communication channels.
Support Appliance Service Lead with daily administrative tasks.
Receive and verify incoming merchandise and repair parts.
Assist with inventory accuracy through regular cycle counts.
Maintain proper organization of service parts inventory.
Ensure parts are properly labeled and stored.
Assist customers on the sales floor during vacations, absences, or peak business periods.
Provide product information and recommendations.
Maintain the company's customer service standards throughout all departments.