Hearth Technician

Job Summary

The Hearth Technician is responsible for handling and resolving all customer and end user inquiries related to installed heating products. Tasks include diagnoses, identification, and isolation of problems based upon reported comments, and being able to document all findings from every call to the company’s call log software.

• Delivering world class customer service by responding to users and customers via email, vendor portals, in-bound and outbound phone calls, or through internal web chat function.
• Being able to recognize quality issues versus user error consistently and accurately on various installed and portable heaters.
• Provide fast and accurate support to any assigned contact us email requests coming from the company website.
• Being involved in video production to be used for product training and informational videos for all internal and external requests.
• Responding to inbound phone calls, providing technical solutions to all questions and inquiries.
• Recommend solutions to customer inquiries and issues.
• Maintaining up to date product knowledge by following trends in the industry, and applying that knowledge accordingly.

• 1-2 years in Customer Service/Technical Service experience required
• Must have basic knowledge of Microsoft Excel
• Able to interpret service manuals and schematic diagrams to communicate and educate users and customers on various product lines

For shift availability or further information regarding this position, please contact PLI Staffing 216‑440‑6171.