Repair Shop Administrator

Repair Shop Administrator

Amro Music is seeking a Repair Shop Administrator that will serve as the primary point of contact at our Repair Shop window, connecting customers, directors, and internal staff directly with our repair shop. This role keeps the repair department moving efficiently by managing intake, coordinating customer communication, processing approvals and payments, and staging inventory so technicians can remain focused at their benches.

If you are organized, dependable, enjoy direct customer interaction, and thrive in an active, hands-on workshop environment, we encourage you to apply.

Primary Responsibilities

• Welcome walk-in customers at the repair counter, manage incoming phone calls, and respond promptly to web inquiries and text messages.
• Check in customer instruments accurately into our tracking software, catching and resolving data discrepancies such as serial number mismatches or maintenance plan coverage early.
• Provide clear, thorough repair estimates and turnaround timelines so customers and music directors always know what to expect with their instruments.
• Run weekly audits of pending repairs to follow up on estimates awaiting customer approval and notify owners promptly once work is completed.
• Process repair payments accurately.
• Prepare and coordinate shipping labels and return logistics for completed instruments.
• Pull, stage, and organize rental and store fleet inventory needing service so technicians maintain a consistent workflow.
• Answer general instrument care and maintenance questions at the counter, escalating complex technical diagnostics to lead technicians when necessary.

Qualifications

• 13 years of administrative, front-desk, or customer service experience (service department, shop, or retail environment preferred).
• Familiarity with band and orchestra instruments and basic musical terminology is strongly preferred.
• Clear, professional verbal and written communication skills with the ability to navigate difficult conversations with patience and tact.
• Strong attention to detail and proactive problem-solving skills in a fast-paced environment.
• Proficiency with computers, point-of-sale (POS) systems, customer messaging platforms, spreadsheets, and digital shipping tools.
• Ability to work a consistent weekly schedule that includes Saturdays.

Benefits & Compensation

• Competitive hourly pay commensurate with experience
• Health, dental, and vision insurance options
• 401(k) retirement plan with company match
• Paid time off (PTO) and company holidays
• Employee discounts on instruments, accessories, and print music

Please submit your resume and application outlining your customer service background and familiarity with band or orchestra instruments.