Customer Care Coordinator

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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.

Admin / Finance

In this dual-function role, you will serve as the primary liaison between our customers and field service personnel, managing day-to-day phone communications, dispatching service trucks, resolving client inquiries, and executing core bookkeeping tasks in Quick Books. The ideal candidate thrives in a fast-paced environment, excels at calendar logistics, and ensures all internal and external communication is precise, prompt, and professional.

$20-$25 per hour, depending on experience

Customer Care Coordinator

Administrative Services Manager

• Integrity
• Accountability
• Reliability
• Technical Excellence
• Community Cooperation
• Can-do Attitude

• 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

• Geographic / Spatial Familiarity (Local area map reading and territory knowledge)
• Ability to work with clients and coworkers
• High-Volume Call Handling utilizing a Multi-Line Phone System
• Document and update customer records based on interactions
• 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 / Quick Books / Adobe Acrobat
• Use of specific sales strategies and techniques

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

Monday thru Friday 8am-4:30pm + every other or every third Saturday

Able to speak and understand written and spoken English
Excellent time management skills
Willingness and ability to make decisions and work under pressure
Strong and effective customer service skills

95 % Office Environment, 5% ‘Ride-Alongs’ with Operations for Training

• Handle all incoming phone calls, online inquiries, and voicemails
• Provide information about products and services
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Convert incoming leads into scheduled appointments
• Maintain, schedule and prepare the appointments for daily operations based on geographical location
• Daily data entry and management of invoices, payments, receipts, A/R
• Create and review client documentation and files
• Support on-site and off-site operations

S.M.A.R.T Goals and industry specific certifications

• 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
• Convert incoming phone calls to scheduled service visits
• Enter customer data and scheduling information into a CRM system
• Appropriately document appointments and ensure that all paperwork is completed
• Work with OM to ensure all parts and materials are…