Customer Care Support Representative

Customer Care Support Representative Company Overview

Acucraft Fireplaces is an industry leader that provides innovative solutions and exceptional craftsmanship for custom and standard product lines. We foster a collaborative culture that encourages teamwork and innovative problem‑solving to deliver outstanding customer service and build lasting relationships with our clients worldwide.

The Customer Care Support Representative provides administrative assistance to the Technical Services Manager, Customer Experience Managers, and the Technical Support Department. This role is essential for ensuring multiple projects and tasks are completed efficiently, leveraging strong administrative skills and meticulous attention to detail while also providing key phone support and acting as a backup for the front desk.

• Customer Interaction & Support
  • Provide an exceptional customer experience when managing and directing incoming calls.
  • Manage a high volume of phone calls, chats, emails, and other communication channels.
  • Resolve common issues (FAQs) to the best of your ability and escalate complex queries and concerns to the appropriate personnel.
  • Proactively communicate with customers to schedule onsite service and follow up to ensure satisfaction.
• Administration & Collaboration
  • Create service tickets as needed and assign them to the appropriate technical representatives.
  • Manage various data entry projects and maintain accurate customer records.
  • Invoicing, scanning, and filing of paperwork for all shipped orders.
  • Collaborate with multiple teams to drive appropriate solutions.
  • Provide backup support for incoming front desk reception phone calls.
  • Other duties as assigned.

• Experience & Qualifications
  • Proven customer support experience or experience as a Customer Service Representative.
  • Experience with CRM software, Hub Spot preferred.
  • Quick Books experience is required.
  • Strong computer aptitude and the ability to multitask effectively.
  • Proficiency with Microsoft Office, including Excel, Word, and PowerPoint.
• Skills
  • Exceptional phone, oral, written, and presentation communication skills.
  • Strong organizational skills and attention to detail with a positive can‑do attitude.
  • An outgoing personality that blends well in a fast‑paced, goal‑driven environment.
  • Punctuality is a must for success in this pivotal role.
  • A strong desire to help customers and provide world‑class support.

• 401(k) and 401(k) matching
• Health insurance, Dental Insurance, and Health Savings Account option available
• Employer Paid Life Insurance and AD&D insurance
• Volunteer Life Insurance also available
• Paid time off
• Quarterly Profit Sharing