Fireside Hearth and Home (FHH) is looking to add a Customer Service Representative to our team in Grand Prairie TX. Since 1951, FHH has been making the fireplace selection and installation process easy by offering the best sales and service experience possible. We’re fireplace experts focused on the latest trends, technologies and brands to offer you the best solutions.

This position supports the vision and goals of Fireside Hearth & Home by serving as a key contact person with Fireside Hearth & Home builder and homeowner customers and 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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the 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

Required Qualifications

• 2 years in customer service in a call center type environment
• Excellent written communication skills
• 2 years in customer service in a call center environment
• Effectively communicate with customers and members at all levels
• Adapt 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 quickly and accurately enter data into all systems
• Ability to use Microsoft Office software and to learn new programs
• Experience with scheduling installations and/or service in the new home construction industry preferred

Education and Experience

• High school diploma or equivalent and one to two years of experience in a customer service environment

About Working for Hearth & Home Technologies

Fireside Hearth and Home is a part of the Residential Building Products segment of HNI Corporation (NYSE:HNI). We are the Nation’s leading manufacturer and marketer of hearth products, which include a full array of gas, electric, wood, and pellet-burning fireplaces, inserts, stoves, facing and accessories. Apply today!