Equipment Repair Concierge & Customer Advocate

White Cap Canada; Surrey; On-site; CAD 26,000 - 38,000; Full time

Job summary

White Cap Canada is seeking a customer service–oriented coordinator to manage the end-to-end repair process on equipment. You will intake, diagnose, authorize, and finalize repairs, while ensuring accurate work orders, transparent communications, and timely scheduling.

The role emphasizes listening to customers, documenting symptoms, coordinating with technicians, and obtaining approvals before work proceeds. Strong service mindset and multitasking are essential.

Qualifications

• HS Diploma or GED strongly preferred. Specialized skills training/certification may be required.
• Generally 2-5 years of experience in area of responsibility.
• Demonstrates strong customer service, active listening, and communication skills when explaining equipment concerns, repair recommendations, costs, and timelines.
• Maintains accurate work orders and service documentation while managing multiple customer requests and repair priorities.

Responsibilities

• Coordinates the customer service process from initial equipment intake through diagnosis, repair authorization, completion, and final sale.
• Creates and maintains accurate repair work orders, customer information, equipment details, reported symptoms, estimates, approvals, and service records.
• Identifies repair needs by actively listening to customers, asking clarifying questions, and accurately documenting equipment symptoms and concerns.
• Communicates repair recommendations, estimated costs, expected completion dates, delays, and status updates clearly and transparently to customers.
• Partners with service technicians to communicate customer concerns, clarify repair requirements, monitor progress, and support timely completion.
• Obtains customer authorization for recommended repairs and documents approvals before additional work proceeds.
• Finalizes completed work orders, explains services performed, coordinates equipment pickup, and supports accurate invoicing and payment processing.
• Performs other duties as assigned.

Skills

Customer service

Active listening

Communication skills

Multitasking

Education

HS Diploma or GED

Tools

POS systems

Service management software

Work order systems

Job description

White Cap Canada is seeking a customer service–oriented coordinator to manage the end-to-end repair process on equipment. You will intake, diagnose, authorize, and finalize repairs, while ensuring accurate work orders, transparent communications, and timely scheduling.

The role emphasizes listening to customers, documenting symptoms, coordinating with technicians, and obtaining approvals before work proceeds. Strong service mindset and multitasking are essential.