Customer Service Representative / Service Writer

Total Appliance & A/C Repairs, Inc (DBA Total Repair Pros)•Hallandale, FL

3d•$17 - $20•Onsite

About The Position

This is a hybrid customer service and service writer position. This person is literally the voice of the company when the customer calls. You'll answer inbound calls, book service appointments, and keep our schedule running, but you'll also own the paperwork side of every job: opening work orders, writing up what the customer described, building estimates with the technician's findings, explaining pricing to customers, and closing out invoices. You're the link between the customer and the tech from first call to final payment. We're looking for someone sharp, organized, and personable who can juggle a ringing phone, a technician texting from the field, and a customer at the counter without dropping any of them.

Requirements

Genuinely like talking to people, on your hundredth call of the week as much as your first
Organized. Nothing falls through the cracks on your watch
Write clearly and type comfortably, and details like model numbers and apartment gate codes don't slip past you
Stay calm when three things happen at once
Take ownership. When a customer has a problem, you don't hand it off, you see it through
Reliable. Our techs and customers count on this seat being filled every day
Comfortable working on a computer all day (multiple systems, data entry, email)
Able to work in office in Hallandale Beach, Monday through Friday, 8 to 5 (alternative schedules available, such as Tues to Sat 9-6, etc - but this is a 40 hour/week role)
Professional phone presence
Excellent grammar skills (customers text as much as they phone)

Nice To Haves

Experience in customer service, dispatch, front desk, hospitality, or retail
Experience as a service writer or advisor in any trade (auto, HVAC, appliance, plumbing)
Familiarity with scheduling or field service software (we'll train you on ours)
Bilingual English/Spanish (or French, Russian, etc) is a plus in our market

Responsibilities

Answer inbound calls, texts, and emails from customers and respond professionally and quickly
Book service appointments and coordinate the daily schedule with our dispatch board
Communicate arrival windows, delays, and job updates to customers so nobody is left wondering
Follow up after completed jobs to confirm the customer is happy and resolve anything that isn't right
Handle billing questions, reschedules, and warranty inquiries with patience and accuracy
De-escalate frustrated customers (a broken appliance is stressful, and you get that) and turn a bad day into a good review
Open and maintain accurate work orders: customer info, appliance or system details, symptoms described, and work performed
Translate what the customer tells you ("it's making a weird noise and leaking") into clear, actionable notes the technician can work from
Prepare and explain estimates and repair options to customers in plain language, including parts and labor
Track open jobs from diagnosis through parts ordering to completed repair, and keep customers updated at every stage
Process payments, close out invoices, and keep records clean
Relay parts availability, callbacks, and job status between technicians, suppliers, and customers