Power Up Your Career in Appliance Customer Service!

Don's appliances is seeking a Customer Service Representative (CSR) to serve as the primary point of contact between our company and its customers. This role is responsible for scheduling appliance service appointments, supporting extended appliance warranty claims, and assisting customers with product use and care inquiries through phone, email, and text communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to customer inquiries and resolve issues in a timely and professional manner through phone, email, and text.
• Provide accurate information regarding company products, services, policies, and procedures.
• Assist customers with product-related questions and troubleshooting to identify and resolve common appliance issues.
• Maintain a high level of customer satisfaction by creating positive, helpful, and empathetic interactions.
• Handle escalated or complex issues with professionalism, referring matters to management when appropriate.
• Schedule and coordinate appliance service appointments for in-warranty, extended warranty, and COD (customer-paid) repairs.
• Verify customer and product details, warranty coverage, and service eligibility through internal systems and manufacturer portals.
• Clearly and confidently communicate service policies, diagnostic fees, and repair procedures to customers.
• Collaborate closely with dispatch, parts, and field technicians to maintain efficient scheduling and minimize service delays.
• Record all customer interactions, service requests, and claim information accurately in the company’s service management system (EPASS).
• Promote value-added services such as extended protection plans, water filters, and preventive maintenance packages.
• Perform other duties as assigned to support the success of the Service Department.

EDUCATION/EXPERIENCE

Education

• High school diploma or equivalent required; associate’s degree preferred.

 Experience

• 1–3 years of customer service experience (appliance, home service, or warranty industry experience preferred).
• Strong verbal and written communication skills.
• Proficient with scheduling or CRM software experience with EPASS or similar preferred
• Ability to multitask, prioritize, and remain calm under pressure.
• Excellent problem-solving and customer-relationship skills.
• Team-oriented with a positive, professional attitude.

Work Location/Hours

• HQ, Robinson Twp. PA
• Monday – Friday 8:00am – 4:30pm  some shifts until 6:00pm and  every fourth Saturday 8:00am – 12:00pm

Why Join Don’s Appliances?

We are a trusted, family-managed  business with a strong commitment to customer service and employee development. You’ll work with a supportive team and have the opportunity to make a direct impact on the customer experience. We offer competitive pay, comprehensive benefits, and the chance to grow with a leading company in the appliance industry.

We offer a full benefit package that includes medical, dental, vision, PTO, 401(k) with match, short term & long-term disability insurance, life insurance.