Mountain Man Fireplace & Chimney is seeking a full-time Customer Care Coordinator to join our busy Administrative team! You will be responsible for helping customers by scheduling, providing product and service information, and resolving technical issues.
Department Admin / Finance
Summary Customer liaison, answer phones, answer questions and effectively solve problems. Schedule appointments and supervise the appointment schedule daily, weekly, and monthly. Enter invoices, payments and deposits into QuickBooks. Ensure all client and internal communication is accurate, thorough, and complete.
Reports To Office Manager
Core Values Integrity
Accountability
Reliability
Technical Excellence
Community Cooperation
Can-do Attitude
Requirements
Education High School Diploma
Certification(s) NFI Hearth Design or Gas or Wood Specialist or CSIA CCS
(training and testing is employer paid)
Experience 2 Years in Office/Administration
Skills / Abilities Proven Customer Relation Skills – Positive & professional demeanor
Ability to work with clients and coworkers
Strong Work Ethic and Sense of Personal Accountability
Ability to work under pressure
Diligent, detail-oriented, and ability to multi-task
Able to plan and prioritize changes/conditions/situations
Manage multiple and simultaneous timelines
Proficiency in MS Word / Excel / Outlook / QuickBooks
Excellent written & verbal communication skills
Use of specific sales strategies and techniques
Physical Minimums Work in Office 5 ½ days per week – approx. 8 hours per day
Occasionally work with Lead Technicians at customer homes for hands- on training
Mental Capacities Excellent time management skills
Willingness and ability to make decisions and work under pressure
Strong customer service skills
Working Conditions 95 % Office Environment, 5% ‘Ride-Alongs’ with Operations for Training
Essential Functions
o Handle all incoming phone calls, online inquiries, and voicemails
o Provide information about the products and services
o Troubleshoot and resolve product issues and concerns
o Document and update customer records based on interactions
o Develop and maintain a knowledge base of the evolving products and services
o Convert incoming leads into scheduled appointments
o Maintain, schedule and prepare the appointments for daily operations
o Daily data entry and management of invoices, payments, receipts, A/R
o Create and review client documentation and files
o Support on-site and off-site operations
Measures of Performance S.M.A.R.T Goals and industry specific certifications
Duties and Assigned Tasks
General Office Duties:
Answer incoming phone calls, inquiries, and complaints
Work with customers to relieve concerns and issues
Receive mail - distribute it to the appropriate person or location
Appropriately file customer paperwork
Perform assigned office cleaning
Service Crew Schedule:
Convert incoming phone calls to scheduled service visits
Enter customer data and scheduling information into a CRM system
Effectively bridge communication between service crew and customers
Appropriately document appointments and ensure that all paperwork is completed
Coordinate with Office Manager & Logistics to ensure all necessary parts and materials are ready for scheduled work
Customer Documentation:
Produce customer folders for new customers and locate return customer files
Create memorandums in CRM system as required
Review folders for previous repair documentation and notes about the client and their home
Appropriately file all customer folders
Quick Books Data Entry:
Enter customer invoices and payments into Quick Books
Receive money against open customer invoices
Work with Office Manager to collect open A/R and past due balances
Sales Proposals
Work with the GM, Sales Team, and other staff to generate sales proposals
Deliver and follow up on proposals to customers
Other
Obtain NFI Hearth Design or Gas or Wood Specialist or CSIA Certified Chimney Sweep within 1 year of employment (training and testing are employer paid)
Fill in as required by Office Manager and General Manager
Attend to showroom/retail store needs when required
Ensure Safe Work Practices are always followed
Benefits Include: Medical/Dental/Vision Insurance, 401k, Paid Time Off
If interested, please send your cover letter and resume to the relay CraigsList email