Customer Success Manager in Depew, NY

Salary Range: $20–$25 / hour

Part-time or Full-time • Lancaster, NY area • On-site • Mon–Fri · 7:45 am – 4:30 pm • $20–$25 / hour

We’re a small, tight-knit appliance repair team looking for the person who keeps everything running smoothly behind the scenes — someone who loves talking to customers, solving problems, and is always one step ahead.

WHAT YOU’LL DO
• Serve as the primary point of contact for customers — answering phones, scheduling appointments, and gathering the details technicians need to get the job done right the first time.
• Manage technician schedules thoughtfully — balancing urgency, location, job complexity, and each tech’s strengths to keep service calls running efficiently.
• Enter dispatches from warranty companies and coordinate scheduling for those jobs end-to-end.
• Handle customer complaints with patience and professionalism — researching issues and finding real solutions.
• File warranty claims and process and reconcile payments accurately.
• Research appliance parts using model and serial numbers, navigate parts distributor websites, and place and track orders for parts and supplies.
• Be a proactive, communicative teammate — share knowledge, ask questions, and keep the whole office in sync.

WHAT WE’RE LOOKING FOR:
• A genuine passion for helping people and communicating clearly — on the phone, in writing, and in person.
• Previous customer service experience that involved scheduling or dispatching.
• Experience in the appliance repair industry is a real plus, but a curiosity to learn the technical side goes a long way too.
• Comfort with computers and prior experience using a CRM system.
• Strong verbal and written communication skills — including the ability to handle difficult conversations and translate technical issues into plain language for customers.
• A calm, solution-focused approach to de-escalating customer issues.
• Highly organized, responsive, and efficient — someone who doesn’t let things fall through the cracks.

THE DETAILS:

HOURS
7:45 am – 4:30 pm 30-min unpaid lunch · Mon–Fri

TEAM
Small office Owner, Office Manager & you + 5 field techs

TIME OFF
5 PTO days (yrs 1–2) 10 days after · 6 paid holidays

SICK TIME
Per NY state law

HOW TO APPLY
Send your resume and a brief introductory email indicating your interest to info@naabmohring.com We look forward to hearing from you.