Fireside Hearth & Home, a division of Hearth & Home Technologies (an HNI Corporation operating company), is the leading manufacturer and distributor of hearth products (fireplaces, stoves, inserts, and related finishing products) in North America.

We are the Hearth Experts: As the world’s largest hearth company, we are committed to leading the way with innovative products and services that enhance the home. We have the Strongest Brands: Heatilator, Heat & Glo, Quadra-Fire, and Harman are the leading brands in the industry. We have the Best Distribution Network.

This is a full-time position that offers a competitive compensation and benefits program, including hourly rate of pay, medical & dental benefits, 401k, and cash profit sharing!

We are seeking a Customer Service Representative to serve as a key contact person with Fireside Hearth & Home builder and homeowner customers, who is responsible for the customer communication from the closing of the sale to successful installation of the product. This position supports the Fireside Hearth & Home sales initiatives by providing excellent customer service to all Fireside Hearth & Home internal and external customers.

Essential Functions

• Receives and processes incoming sales and service orders from builders, homeowners and sales representatives through online builder schedules, standard order forms, email or telephone and enters the orders into P21
• Schedules installations and service calls as required by the builder and homeowner customers
• Schedules fireplace startups, builder and homeowner warranty and service calls
• Ensures that all Purchase Orders from customers are received, are accurate and are linked appropriately
• Work with builders to resolve AR issues
• Collect payments for COD & HOLD customers
• Performs the document link process accurately and completely per the standard work instructions
• Checks all builder online schedules as required by the customer for updated information on their schedules including new orders and schedule moves
• Handles reschedules and warranty claims promptly and with a high sense of urgency
• Communicates any issues with the fireplace installations, facing installations and warranty/claims with the appropriate Branch (Branch Manager/DFOS/Service Technician/Installer) representative and sales representatives to ensure all customer expectations are met
• Processes builder club and gas rebates (Mid-West only)
• Pulls permits, calls in inspections and closes out permits
• Answers all phone calls quickly and efficiently to minimize abandoned calls and any voicemail and return all phone calls daily
• Answers all emails daily
• Invoices all completed jobs daily from the E-Ticket processing folder
• Other duties as assigned

Required Skills and Abilities

• Excellent written communication skills,
• Ability to effectively communicate with customers and members at all levels
• Adaptable in fast-paced sometimes high stress work environments
• Ability to adapt to change with a positive attitude
• Ability to multi-task effectively and follow up on tasks/issues until resolved
• Strong organizational skills and time management skills
• Good working knowledge of computers
• Ability to enter data quickly and accurately into all systems
• Ability to use Microsoft Office software and to learn new programs
• Willingness to learn new tasks and take on new projects
• High school diploma or equivalent and one to two years of experience in a customer service environment

Preferred Qualifications

• Experience with scheduling installations and/or service in the new home construction industry

Take ownership of your career with a job that ignites your passions and rewards your hard work. At Fireside Hearth & Home, you will have the opportunity to Burn Brighter working with a supportive team developing industry-leading hearth products.

As we continue expanding our operations, we are looking for leaders who are confident in what they do, but open to learning from others. Hardworking professionals who take pride in their company as much as their work. Are you ready to drive meaningful change to our business, to learn through challenging work experiences and to act like an owner?

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