Appliance repair customer service representative job description
An appliance repair customer service representative takes calls about broken refrigerators, washers, dryers and ranges. They get the model and serial number, the symptom and the warranty status, quote the service call charge, and book a visit with an honest date and notes the tech can use.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, household goods repair shops · BLS, May 2025
Appliance Repair - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
As a Customer Service Representative (CSR) in the Appliance Repair industry, you will play a crucial role in providing top-notch support to our customers. You will be the first point of contact for customers, aiding in scheduling appointments, solving customer queries, and ensuring the smooth operation of our appliance repair services. Your actions will directly impact customer satisfaction and loyalty, contributing significantly to our company's success.
2. Essential Duties and Responsibilities
Answer customer calls and address their queries effectively.
Schedule appointments for appliance repair services.
Provide detailed information about our services to customers.
Escalate complex issues to the relevant department.
Work closely with the technicians to ensure timely service delivery.
3. Key Tasks / Daily Activities
Handling incoming calls and emails.
Coordinating with customers to schedule appliance repair services.
Resolving customer complaints and queries.
Assisting with billing and payment issues.
Maintaining a high level of product knowledge to provide accurate information to customers.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars
Call Resolution Time: <5 minutes
Appointments Scheduled: >20 per day
Customer Complaints Resolved: >90%
5. Required Qualifications and Skills
High school diploma or equivalent.
Minimum of 1-year experience in a customer service role.
Excellent communication and interpersonal skills.
Basic knowledge of home appliances and their repair.
Proficiency in using CRM software.
6. Preferred Experience
Prior experience in the appliance repair industry.
Experience with scheduling software.
7. Physical Requirements
Ability to sit for long periods of time.
Comfortable using standard office equipment such as computers, phones, and printers.
8. Work Environment and Schedule
Typical work hours: Monday to Friday, 9 AM to 5 PM.
Occasional weekend shifts may be required.
9. Compensation and Benefits
USD $15 - $20 per hour, depending on experience.
Performance-based bonuses.
Benefits include Health, Dental, Vision, and 401k.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we believe in creating a strong culture of growth, where every team member has the opportunity to reach their full potential. We value collaboration, innovation, and dedication to customer satisfaction. As part of our team, you will have the chance to contribute to a company that is committed to excellence and industry leadership.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
Most callers know the appliance is broken but not its model, what's wrong, or whether someone else should pay. A good CSR finds out in a few minutes, which decides what goes on the van and who gets the bill.
The tag comes first
The model and serial number tell the tech which parts the unit uses and tell the office whether a warranty may apply. Callers rarely know where to look. Whirlpool's help pages, for example, put the tag inside the fresh-food side of most refrigerators, on the tub rim under the lid of a top-load washer, and around the door opening on front-loaders and dryers. Ask the caller to text a photo of it. Source: Whirlpool product help: Where is my model and serial number located?.
A few symptom questions sort the call
Is the refrigerator warm in both sections, or only one? Does the washer fill but not drain? Does the dryer heat, or just take two cycles to dry? That last one often points to a clogged vent. NFPA says failure to clean is the leading cause of home dryer fires, and it advises cleaning the vent at least once a year, or sooner if drying takes longer than normal. Note it so the tech checks the vent too. Source: NFPA: Clothes dryer safety tip sheet.
Find out who should pay before the trip
Ask when the appliance was bought and whether the caller has a home warranty plan. A unit still under the maker's warranty may belong with that brand's authorized servicer, and a plan customer usually files with the plan first. Callers often ask whether an outside repair voids their warranty. The FTC says a maker generally can't require a certain brand of parts or repair shop unless it provides them free, though damage from a bad repair may not be covered. Source: FTC: Businessperson's guide to federal warranty law.
Most callers expect one visit. Tell them at booking that many repairs need a part ordered after the diagnosis, so a second visit is common and its date depends on the part. Offer the first real opening on the board, not a promise to squeeze them in that dispatch will have to undo, and give an arrival window the company can keep.
How much appliance repair customer service representatives make
Customer service representatives who work for household goods repair shops earned a median of $19.57 an hour ($40,700 a year) in May 2025, according to the Bureau of Labor Statistics. That’s below the $44,770 median for customer service representatives in all industries. About 1,850 of the 2,595,750 customer service representatives in that survey work for household goods repair shops.
Hourly. The template adds a performance bonus; pay it on bookings that carry a full model, serial, symptom and payer, not on call speed alone.
Household goods repair shops
$40,700$40,700 median Middle half $36,430–$47,630 10th–90th $31,750–$59,660
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$20k$30k$40k$50k$60k$70k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Household goods repair shops
$31,750
$36,430
$40,700
$47,630
$59,660
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for appliance repair companies on their own. These figures cover personal and household goods repair businesses, which include them. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
Gets a model and serial number from a caller who has never looked for one
Asks symptom questions in plain words and types the answers as given
Tells a caller what the visit costs before they have to ask
Tells callers the truth about wait times and part delays
Stops the booking and reads the gas script when a range or dryer caller smells gas
Teach these on the job
Common failures by appliance: no cooling, no drain, no heat, no spin
Each brand's warranty terms and who services it under warranty
How home warranty jobs reach you and what the caller does first
Your service call charge, diagnostic fee and price book
Your call scripts and the booking screens in your job software
CSRs juggle the phones, the booking screen in your job software, and the brands' help pages for finding tags and reading model numbers. In the interview, ask a candidate to find a dishwasher's tag location on a brand's site; it shows how fast they'll learn the rest.
Appliance repair customer service representative interview questions
Two of the 6 questions we'd ask, and what a strong answer sounds like. Ask every candidate the same questions, and rate each answer on your own before you compare notes.
Situational · Gas safety
A caller booking an oven repair says they smell gas in the kitchen. What do you do?
A strong answer: Stops booking, tells them to leave the home without using switches and call the gas utility or 911 from outside, follows your safety script and books once it's cleared.
Behavioral · Handling delays
Tell me about a time you calmed a customer whose fridge or washer stayed broken for days while a part was on order.
A strong answer: Listened, explained honestly, gave a firm next step and followed up.
Appliance repair customer service representative KPIs
Use the template's targets for the first month, then reset them from your own call records.
Customer Satisfaction Rating
Ratings from customers whose visits this CSR booked. When a low score mentions a wrong part or a surprise fee, start with what was asked at booking.
Call Resolution Time
Minutes from answer to a booked or closed call, from your phone system. Report booking calls and quick status calls on separate lines, so a CSR who gets every detail isn't graded against short calls.
Appointments Scheduled
Visits booked each day, counted only when the ticket has the model, serial, symptom and payer. A booking missing those details often costs a wasted trip.
Customer Complaints Resolved
Complaints the CSR closed without a manager, out of all complaints they took each month. Tag each by cause: a fee surprise, a part wait, a missed window or the repair itself.
Career path
Customer service representativeBooks repair calls and learns how each appliance fails.
DispatcherBuilds the techs' routes and books return visits when parts arrive.
Office managerRuns the phones, the parts desk and the warranty paperwork.
Appliance repair customer service representative FAQ
A caller's refrigerator stopped cooling. What should the CSR tell them?
Book the earliest real slot and tell the caller to keep the doors shut. Federal food safety guidance for power outages says a closed refrigerator keeps food safe for up to four hours, and a full freezer holds a safe temperature for about 48 hours, or 24 if it's half full. After four hours, it says to throw out meat, poultry, fish, eggs and leftovers. Note on the ticket how long the unit has been warm.
How much does an appliance repair customer service representative make?
Customer service representatives who work for household goods repair shops earned a median of $19.57 an hour ($40,700 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $36,430 and $47,630 a year. Pay also depends on your local market, experience and overtime.
Is an old appliance worth fixing? How should a CSR answer?
That the tech will know after the diagnosis. The CSR can say what the visit costs and that the tech gives a repair price before doing any work, so the caller can decide then. Don't steer them toward a repair or a new machine on the phone; a guess made without seeing the unit is often wrong.
Can a CSR book a warranty repair for a brand you aren't authorized for?
Not as a warranty job. Brands pay for in-warranty repairs through the servicers they authorize, so a claim from your shop wouldn't be paid. Tell the caller where to get free warranty service, and offer a paid repair if they'd rather use you. Keep a current list of your brand authorizations at every desk.
Is the diagnostic fee owed if the customer says no to the repair?
Usually, if it was quoted before the visit and the customer agreed to it. Tell callers the fee covers the visit and the diagnosis and is owed even if they decide not to go ahead. Put the same words in the confirmation text, so the tech and the customer start from the same facts.
Customer Service Representative in other industries
