An appliance repair office manager leads the CSRs and the parts desk, gets warranty claims into each brand's and warranty company's portal, and keeps the company's brand authorizations in good standing. They also own the customer records: model and serial numbers, repair history and the invoices the company must keep.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, household goods repair shops · BLS, May 2025
The Office Manager will play a crucial role in our Appliance Repair operations, overseeing all administrative aspects, billing processes, and day-to-day office coordination. This role is integral to our business, ensuring smooth operations and contributing to our commitment to providing exceptional service to our clients.
2. Essential Duties and Responsibilities
Manage overall office administrative activities.
Coordinate the management of all office equipment.
Supervise administrative staff and divide responsibilities to ensure performance.
Manage phone calls and correspondence (e-mail, letters, packages etc.).
Oversee billing and invoicing processes.
Coordinate with team members to ensure smooth day-to-day operations.
3. Key Tasks / Daily Activities
Facilitate customer service interactions, resolving client issues and inquiries.
Process and track invoices and payments.
Ensure office supplies are maintained, including checking inventory and working with vendors.
Maintain and oversee all office administrative procedures.
4. Key Performance Indicators (KPIs)
Office Efficiency Rating: >85%
Invoice Processing Time: <2 days
Customer Satisfaction Rating: >4.5 stars
Employee Turnover: <10%
5. Required Qualifications and Skills
A Bachelor's degree in Business Management or a related field.
At least 3 years of experience in office management.
Proficiency in MS Office and office management software.
Excellent organizational and leadership skills.
6. Preferred Experience
Experience in the Appliance Repair industry or a similar home services sector.
7. Physical Requirements
Ability to lift up to 25 lbs.
Comfortable working in an office setting.
8. Work Environment and Schedule
Typical work hours: 9 a.m. to 5 p.m., Monday to Friday.
No travel or on-call duties required.
9. Compensation and Benefits
Salary range: $45,000 - $55,000 per year.
Health, Dental, and Vision insurance.
401k plan with company match.
Performance-based bonus structure.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we believe in fostering a growth-oriented environment where every team member is valued and has room for professional development. Our culture is built on teamwork, respect, and a relentless focus on customer satisfaction. We are more than a company; we are a family committed to each other's success and the success of our clients.
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
Here the office does more than bill. It orders parts for repairs that are half done, files claims in a different portal for each payer, and keeps the paperwork that lets the company take a brand's calls at all.
The parts desk sits in the office
When a tech finds a failed part, the office often places the order: the right part number for that model and serial, from the right supplier, shipped to the shop or the customer. The office manager decides who checks each order against the tag before it goes in and who logs the promised date. A part ordered for the wrong model means a wasted trip and a customer who waits twice.
A different portal for every payer
Each payer takes claims its own way. Sub-Zero and Wolf, for example, take them through ServiceBench, where a special authorization number works from the day after it's issued and can be used for claim payment for up to one year. Home warranty companies run their own portals. The office manager keeps a one-page guide for each: what it asks for, its deadlines, and who on staff has a login. Source: Sub-Zero and Wolf: Special authorization use.
Brand authorization runs on paperwork
Staying an authorized servicer means keeping files current. Whirlpool's servicer application, for example, asks for proof of insurance: general liability that names Whirlpool as an additional insured, auto liability, and workers' comp where it applies. It also asks whether you hold a parts distributor account, and it requires direct deposit for all payments. The office manager keeps each brand's certificates and renewal dates on one calendar, so a lapsed policy never stops the calls. Source: Whirlpool: Authorized independent service contractor application (ServiceMatters).
The closest BLS group for appliance repair office managers is First-Line supervisors of office and administrative support workers. First-Line supervisors of office and administrative support workers who work for household goods repair shops earned a median of $26.96 an hour ($56,080 a year) in May 2025, according to the Bureau of Labor Statistics. That’s below the $69,500 median for First-Line supervisors of office and administrative support workers in all industries. About 710 of the 1,436,680 First-Line supervisors of office and administrative support workers in that survey work for household goods repair shops.
Salaried, with the bonus the template promises. Link it to results the office can change, such as claims filed before each partner's deadline and rejected claims fixed.
Household goods repair shops
$56,080$56,080 median Middle half $45,020–$77,460 10th–90th $38,320–$107,100
All industries
$69,500$69,500 median Middle half $55,950–$85,090 10th–90th $45,610–$104,710
$25k$50k$75k$100k$125k
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
$38,320
$45,020
$56,080
$77,460
$107,100
All industries
$45,610
$55,950
$69,500
$85,090
$104,710
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
Has led CSRs or schedulers at a service business
Matches a model and serial number to the right part without guessing
Keeps many partner portals, logins and deadlines in order
Explains a partner's warranty decision to a homeowner without blaming anyone
Tracks insurance certificates and renewal dates on a calendar
Teach these on the job
Each brand's and warranty company's claim portal
Your distributors' ordering sites and order cutoffs
Which parts fail most on each type of appliance
State invoice and record rules where you work
The customer history screens in your field service software
The office runs on your field service software, the distributors' ordering sites, ServiceBench and the other portals your brands and warranty partners use, and the accounting system. Ask candidates which brand or warranty portals they have filed claims in.
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 · Fixing rejected claims
[15] manufacturer claims were rejected last month for missing photos and serial numbers. What do you do?
A strong answer: Fixes and resubmits where allowed, trains techs, makes those fields required in the app and checks claims before submitting.
Behavioral · Correcting repeated mistakes
Tell me about a time someone on your team kept booking calls without the model and serial numbers technicians needed.
A strong answer: Showed them real examples of the cost, like wrong parts and second trips, coached privately, made the fields required or added a script step, and checked their bookings over the next weeks.
Use the template's numbers as placeholders until a month of your own counts shows what this office can do.
Office Efficiency Rating
List the office's routine work, such as parts orders placed the day they're found, claims filed before each deadline and records completed. Score the share finished on time each week, and note which task slipped most.
Invoice Processing Time
Days a closed job waits before the partner's claim is filed, tracked apart from customer bills. Claims often stall on a missing serial number or photo, so check the oldest ones each morning.
Customer Satisfaction Rating
Read review ratings and survey scores monthly, pulling out comments about phone calls, parts updates and billing. Those are the ones the office can fix.
Employee Turnover
Count office staff who left this year, for any reason, against the usual size of the office team. Ask each one what made the desk hard, such as summer call volume or portal work.
What does the 25-pound lifting line mean for an appliance repair office manager?
The template asks for lifting up to 25 pounds. In this office that usually means carrying in boxes from a parts delivery or moving a returned pump or control board to the shipping shelf. If others always handle that, rewrite the line to fit your office, and note in the posting that reasonable accommodation is available.
How much does an appliance repair office manager make?
First-Line supervisors of office and administrative support workers who work for household goods repair shops earned a median of $26.96 an hour ($56,080 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $45,020 and $77,460 a year. Pay also depends on your local market, experience and overtime.
Does the customer get the old part back?
In California, yes, as a rule. The shop gives replaced parts back to the customer. Two kinds can go elsewhere: parts it must send back to the maker or distributor under a warranty, and repairable parts swapped on an exchange basis, such as circuit boards and plug-in modules. Big parts, such as compressors, washer transmissions and dryer drums, can stay with the shop only if the customer waives them in writing. Put that waiver line on your work order.
Can a CSR double as the claims clerk?
Yes, at many shops, but protect part of their day. Claims take quiet time with the ticket and its photos, and ringing phones don't allow it. Many offices set a block each morning for claims and name one person to fix rejected ones before the partner's resubmission deadline passes.
Should office staff share one login for each claim portal?
Set up a separate login for every person wherever the portal allows it. Then you can see who filed or changed a claim. You can also shut off one person's access the day they leave without resetting everyone else's. Keep a list of portals and who can log in next to the insurance calendar. Check it each time someone joins or leaves the office.
