Outdoor Power Equipment Service Writer

Join the Hartville Hardware family, where we believe that a contented team provides exceptional customer service. Our commitment to treating individuals with fairness and compassion fosters a positive environment for our valued team members.

HRM Enterprises, Inc. encompasses the largest independent hardware store in the country, a renowned restaurant, an ever-thriving Marketplace, and a sought-after campus drawing guests from both near and far. As a locally owned and operated company, we take pride in leading the markets we serve, driven by a dedicated team that consistently exceeds our guests' expectations. We are dedicated to providing an outstanding workplace, encouraging professional growth and excellence among our team members.

Our Culture and Team Members:
With 82 years of industry experience, our family of businesses continues to thrive. Hartville Hardware, in operation for over 52 years, has earned a reputation as an excellent workplace. Many of our team members have chosen to make a career at the Hardware, with some exceeding 40 years of service. Rather than relying solely on our word, we invite you to speak with our team members directly to learn why they find Hartville Hardware such a gratifying place to work.

Compensation Package:

• Competitive Salary: We offer a competitive base salary commensurate with your skills, experience, and the current market standards.
• Benefits: Comprehensive health insurance coverage, including medical, dental, and vision, ensuring the well-being of you and your family.
• Paid Time Off: Generous paid time off (PTO) allowance, allowing you to maintain a healthy work-life balance.
• Retirement Planning: 401(k) retirement savings plan with company matching, empowering you to plan for your future financial security.
• Professional Development: Opportunities for ongoing professional development
• Team Member Discounts: Exclusive discounts on our products/services, fostering a culture of appreciation for our valued team members.
• Wellness Programs: Participation in wellness programs designed to enhance your overall health and well-being.

What We Expect:

We seek professionals who thrive in a collaborative environment of like-minded individuals. Our core values include:

• We do whatever it takes 
• We give more than is expected
• We are long-term focused

If you are a compassionate professional who cares deeply about solving guests' problems, we invite you to join our team at Hartville Hardware.

An Outdoor Power Equipment Service writer embodies superb customer service skills by following up with customers in a timely manner regarding the status of their outdoor equipment repair. Success for this position results in a consistently great customer experience with equipment repair.

As a Specialist (Role Specific):

• Fields internal and external customer inquiries via phone, text, or email to the Outdoor Power Repair Department.
• Follows up with customers in a timely manner regarding their equipment and is responsible for communication regarding billing, estimates, and general inquiries.
• Helps maintain department filing and records.
• Updates customer profiles using equipment, hours, or other information from the customer work orders.
• Helps intake new equipment repairs and assists customers with completed equipment.
• May process warranty and/or product improvement claims including the computation of charges, submission and follow-up.
• Communicates with technicians regarding work orders and status.
• Other tasks as deemed necessary by the relevant supervisor or manager.

POSITION QUALIFICATIONS

Competency Statement(s):

• Mechanical knowledge - An understanding of outdoor power equipment mechanics that results in an end user understanding the extent and why of their estimated repair.
• Customer service oriented - Ability to take care of customers’ needs in a way that results in a pleasant experience while following company procedures. 
• Communication skills - Strong oral and written communication skills required.
• Organizational skills - Time and material sales skills. Ability to keep accurate records, data, paperwork. Ability to attend to daily, monthly and yearly calendar goals. Ability to focus on goals to obtain a predetermined result. 
• Problem-Solving ability - Ability to deal with others in a variety of situations, control emotions, and work under stressful situations while implementing viable solutions. 

Other Skills and Abilities:

• Education: High School graduate or GED required; some college-level coursework preferred.
• Computer skills - Working knowledge of computers required.
• Language skills: Ability to read, analyze, interpret and communicate effectively using the English language. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Physical requirements: Ability to stand or by on his or her feet for up to 10 hours per day. Ability to carry up to 50 pounds occasionally, less than 50 pounds frequently. Walking, sitting, and climbing ladders is often required. Willingness to be forklift certified for use in the East drive through.

Work Environment: 

Working primarily in a climate-controlled environment with a moderate noise level.