What are the responsibilities and job description for the Service Coordinator position at Friedman's Appliances?
Service Coordinator – Appliance Repair (Full-Time, Knoxville)
$18–$22/hour based on experience annual bonus | Monday–Friday, 8–5 | In-person
We started with microwaves. Then things got out of hand.
In 1988, Friedman’s opened in Knoxville selling and repairing one thing: microwaves. Thirty-plus years later, we sell and service almost every appliance made. That includes the high-end kind: refrigerators with their own Wi-Fi, ranges that cost more than a used car. We work with homeowners, builders, and designers across East Tennessee, and we’ve built our reputation on one idea: we take care of our customers after the sale, not just during it.
Every appliance eventually needs help, and when it does, the customer calling us is usually not having a good day. Their fridge is warm, their dishwasher is flooding, and the dinner party is Saturday.
That’s where you come in.
The job, honestly
Our service department keeps about 250 repair tickets open at any given time. Monday mornings, the phones light up. You’ll be the person who keeps all of it moving: answering calls, emails, and texts; getting techs scheduled; getting parts ordered; and making sure every ticket is closed correctly.
If that paragraph made you want to build a color-coded system, keep reading. If it made you want a nap, no hard feelings. This probably isn’t your job.
What you’ll do
- Be the voice of Friedman’s Service by phone, email, and text
- Schedule repairs and coordinate with our in-house technicians (they’re Friedman’s employees, not a contractor we never see)
- Order parts and track them until they arrive
- Follow up with customers so nobody has to call us twice to ask “any update?”
- File and document warranty claims with manufacturers and Allstate protection plans. Details matter here: a claim filed correctly is a claim that gets paid.
- Close tickets completely and accurately
Who does well here
You don’t need appliance experience. We’ll teach you the difference between a defrost heater and a door gasket. What we can’t teach is how you treat people. Our team runs on SPARK:
- Selfless: you jump in without being asked
- Positive: a frustrated caller doesn’t ruin your day (or theirs, by the end of the call)
- Accountable: if it’s on your desk, you own it until it’s done
- Reliable: you follow up when you said you would
- Kind: to customers, to techs, and to the coworker having a rough Monday
Our customers expect a lot, and they should. Strong phone skills and staying calm under pressure are must-haves. Experience in customer service, scheduling, a medical office, hospitality, or dispatch is a plus. Familiarity with ServiceBench or ServicePower is a bonus, not a requirement.
What you get
- $18–$22/hour based on experience, plus an annual bonus opportunity
- Monday–Friday, 8–5. No nights, no weekends.
- Paid time off
- Health insurance, with company contributions to your HSA
- Life insurance; dental and vision available
- Full training on our products, systems, and warranty process
- A local, family-run team that values your life outside work as much as your work
To apply: Along with your resume, tell us in two or three sentences about a time you turned an unhappy customer around. Applications without one get read last.
Friedman’s Appliances is an Equal Opportunity Employer.
Pay: $18.00 - $22.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 1 year (Required)
Location:
- Knoxville, TN 37922 (Preferred)
Ability to Commute:
- Knoxville, TN 37922 (Required)
Work Location: In person
Salary : $18 - $22