Service Advisor

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

A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities.

The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment.

Coordinates the equipment repair experience from initial customer contact through final completion and sale. Partners with customers and service technicians to identify repair needs, establish realistic expectations, communicate status transparently, maintain accurate work orders, and deliver dependable service throughout the repair process.

Major Tasks, Responsibilities And Key Accountabilities

• 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.

Nature and Scope

• Refers complex, unusual problems to supervisor.
• Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.
• None.

Work Environment

• Located in a comfortable indoor area. Conditions could produce mild discomfort on occasion.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
• Typically requires overnight travel less than 5% of the time.

Education And Experience

• HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally, 2-5 years of experience in area of responsibility.

Preferred Qualifications

• 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.
• Applies basic mechanical aptitude and equipment terminology to translate customer concerns into clear information for service technicians.
• Uses service management, work-order, point-of-sale, or comparable computer systems accurately and dependably.

If you’re looking to play a role in building Canada, consider one of our open opportunities. We can’t wait to meet you.

We encourage all First Nations, Métis and Inuit peoples or Indigenous peoples of North America to self-identify in their applications.

Minimum Pay

$23.25

Functional Area

Sales