A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
OUTDOOR POWER REPAIR DEPARTMENT PART-TIME HOURLY SOME EVENINGS SOME SATURDAYS LOCATION
Hartville, OH
DEPARTMENT
Outdoor Power Repair
EMPLOYMENT TYPE
Part-Time • Hourly
AVAILABILITY
Some Evenings & Saturdays
EDUCATION
High School Diploma / GED
ENVIRONMENT
Climate-Controlled Indoor
WORK ENVIRONMENT
This role is performed primarily in a climate-controlled indoor environment with a moderate noise level. Some Saturday and evening availability is required.
ABOUT HRM ENTERPRISES
Since 1939, HRM Enterprises, Inc. has grown from a small family-owned business into a diverse group of companies with a shared purpose: to serve others with integrity and excellence. Our family of businesses includes Hartville Hardware & Lumber, the nation's largest independently owned hardware store; Hartville Kitchen, known for its homestyle meals, bakery, and 500-seat entertainment venue; The Shop at Hartville Kitchen, with 25,000 square feet of retail space, and the Hartville MarketPlace & Flea Market, the largest indoor/outdoor market of its kind in the country. Together, these businesses make our Hartville campus a destination for guests searching for quality, community, and connection. Beyond the Hartville campus, HRM Enterprises is the parent company to Hartville Hardware in Middlefield, Hartville Contractors Supply, Top Advantage Surfaces, Lehman's, HRM Fulfillment Center, Go & Glow Car Wash, and Coshocton Lumber Company. Across all locations, over 900 team members serve with purpose each day. At HRM Enterprises, our approach is simple: treat others the way you'd want to be treated. This belief shapes how we serve our guests and how we care for each other. We're committed to being the best place to work by offering Sundays off, family-friendly hours, competitive benefits, and meaningful perks like team events, milestone celebrations, and team member discounts.
POSITION OVERVIEW
The Service Writer for Outdoor Power Equipment is the communication hub of our Outdoor Power Repair Department. You are the voice our customers hear when they have questions about their equipment, their repair estimate, or their bill — and your follow-through is what turns a stressful repair into a confident, positive experience. Success in this role means customers always know where things stand. You stay ahead of calls before they come in, communicate clearly between customers and technicians, and keep the department organized and running smoothly. If you have a genuine interest in outdoor power equipment and a natural talent for customer communication, this is a great fit.
WHAT YOU WILL DO CUSTOMER COMMUNICATION
Field internal and external customer inquiries via phone, text, or email to the Outdoor Power Repair Department Follow up proactively with customers regarding the status of their equipment repairs Communicate with customers on billing, estimates, and general service inquiries in a clear and professional manner Assist customers with equipment intake for new repairs and with retrieval of completed equipment
DEPARTMENT OPERATIONS
Communicate with technicians regarding work order status and priorities Update customer profiles using equipment details, hours, and information from work orders Help maintain department filing, records, and documentation with accuracy Process warranty and/or product improvement claims, including computation of charges, submission, and follow-up as needed Perform other tasks as directed by the relevant supervisor or manager
CORE COMPETENCIES MECHANICAL KNOWLEDGE
An understanding of outdoor power equipment mechanics that allows you to explain the scope and rationale of a repair estimate in terms customers can understand.
CUSTOMER SERVICE
Ability to meet customers' needs in a way that results in a positive experience while consistently following company procedures.
COMMUNICATION
Strong oral and written communication skills — able to present information clearly to customers, technicians, and management.
ORGANIZATION
Ability to keep accurate records, manage daily and ongoing calendar goals, and focus on predetermined outcomes with attention to detail.
PROBLEM-SOLVING
Ability to manage a variety of situations calmly, control emotions under pressure, and implement practical solutions effectively.
QUALIFICATIONS & SKILLS
High school diploma or GED required; some college-level coursework preferred Working knowledge of computers required; experience with service management or point-of-sale systems a plus Proficiency in English — ability to read, analyze, interpret, and communicate effectively in written and verbal form Ability to write reports and business correspondence professionally Previous experience in a customer-facing or service-writing role is preferred Interest in or familiarity with outdoor power equipment mechanics strongly preferred Some Saturday and evening availability required Willingness to become forklift certified for use in the East Drive-Thru
PHYSICAL REQUIREMENTS ON YOUR FEET
Up to 10 Hours Per Day LIFTING Up to 50 lbs Occasionally
MOVEMENT
Walking, Sitting & Ladder Climbing
FORKLIFT
Certification Required
OUR VALUES & WHAT WE EXPECT
We seek individuals who thrive in a collaborative environment and share our commitment to going above and beyond for every guest. Our core values guide everything we do: We Do Whatever It Takes We Give More Than Is Expected We Are Long-Term Focused
WHY YOU WILL LOVE IT HERE
Sundays Off Competitive Pay Flexible Schedule Team Member Discounts Wellness Programs Professional Development Family-Friendly Hours Team Events & Milestone Celebrations
COMPENSATION PACKAGE
Competitive Pay We offer competitive hourly pay commensurate with your skills, experience, and the current market standards. Flexible Schedule Part-time scheduling that works within our business hours, with some evening and Saturday availability expected. Team Member Discounts Exclusive discounts on our products and services, reflecting our appreciation for valued team members. Wellness Programs Participation in wellness programs designed to enhance your overall health and well-being. Professional Development Ongoing opportunities for growth and development within HRM Enterprises. If you take pride in clear communication, love solving problems for people, and have a passion for outdoor power equipment — we would love to have you on our team at Hartville Hardware. Hartville Hardware
HARTVILLE HARDWARE & LUMBER
•
AN HRM ENTERPRISES COMPANY
You Belong Here.
PRE-EMPLOYMENT SCREENING
All offers of employment are contingent upon the successful completion of a hair follicle drug screening and a criminal background check prior to your first day of employment. HRM Enterprises, Inc. is an Equal Opportunity Employer.
