Bilingual Customer Service Representative​/Service Writer English​/Spanish

Benefits:

• 401(k)
• Health insurance
• Opportunity for advancement

Full time | Monday to Friday, 8:00 AM to 5:00 PM | $17 to $20 per hour, commensurate with experience

Total Repair Pros is a South Florida appliance, plumbing, electrical, and air conditioning repair company that's been keeping local homes running for over 55 years.

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.

• 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

Attitude and aptitude come first. If you've never worked in appliance, plumbing, or AC repair, that's fine. We'll teach you the industry. What we can't teach:

• You genuinely like talking to people, on your hundredth call of the week as much as your first
• You're organized. Nothing falls through the cracks on your watch
• You write clearly and type comfortably, and details like model numbers and apartment gate codes don't slip past you
• You're calm when three things happen at once
• You take ownership. When a customer has a problem, you don't hand it off, you see it through
• You're reliable. Our techs and customers count on this seat being filled every day

• 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

• 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)

• $17 to $20 per hour, based on experience
• Full time, steady weekday schedule, no nights, no Sundays (unless you prefer an alternative schedule, such as Tues-Sat or Wed-Sun)