What are the responsibilities and job description for the Customer Service Lead position at Chimney Cricket, Inc.?
Benefits:
About Us:
Chimney Cricket is a family-owned local leader in chimney service and hearth installation. We take pride in our craftsmanship, safety standards, and commitment to exceptional customer experiences. We’re looking for a friendly and motivated team player who wants to be the voice of our company—the first point of contact for homeowners looking for reliable fireplace, chimney, and hearth solutions and a pace setter for our customer service team.
Position Summary:
The Customer Service & Sales Representative (CSR-SR) provides exceptional customer care while actively promoting and booking our chimney and hearth services. This role is ideal for someone who thrives on creating positive customer experiences, has a natural ability to guide conversations toward solutions—and sales, and motivates fellow team members to do the same
Responsibilities:
GOAL: Facilitate efficient and timely booking of service and project appointments
Customer Service:
We believe great conversations lead to great outcomes—for our customers and our team. Our incentive program rewards effort and results:
Benefits:
GOAL: All employees must demonstrate that they are a Values fit in the following areas.
RESPECT: For others and yourself
- 401(k) matching
- Dental insurance
- Employee discounts
- Health insurance
- Paid time off
- Training & development
About Us:
Chimney Cricket is a family-owned local leader in chimney service and hearth installation. We take pride in our craftsmanship, safety standards, and commitment to exceptional customer experiences. We’re looking for a friendly and motivated team player who wants to be the voice of our company—the first point of contact for homeowners looking for reliable fireplace, chimney, and hearth solutions and a pace setter for our customer service team.
Position Summary:
The Customer Service & Sales Representative (CSR-SR) provides exceptional customer care while actively promoting and booking our chimney and hearth services. This role is ideal for someone who thrives on creating positive customer experiences, has a natural ability to guide conversations toward solutions—and sales, and motivates fellow team members to do the same
Responsibilities:
GOAL: Facilitate efficient and timely booking of service and project appointments
Customer Service:
- Answer incoming phone calls, emails, and online inquiries promptly and professionally
- Assist customers with scheduling, rescheduling, and general service questions
- Maintain a calm, solutions-oriented attitude with both routine and urgent customer needs
- Follow up with customers after service to ensure satisfaction
- Accurately document all customer interactions in our CRM system
- Educate callers on our services, processes, and seasonal maintenance needs
- Actively listen to uncover additional service opportunities during inbound calls
- Convert inquiries into booked appointments using a soft-sales approach
- Upsell additional services (e.g., inspections, dryer vent cleaning, hearth upgrades)
- Proactively call past customers for seasonal service
- Meet or exceed booking goals and upsell targets
- Support the Sales Manager with lead follow-up, estimate prep, CRM updates, and goal alignment
- Assist with sales operations, reporting, and customer follow-ups to ensure smooth execution
- Manage leads, prepare proposals, and maintain accurate sales records in coordination with the Sales Manager
- Handle daily sales support tasks, including updating estimates, tracking leads, and reaching out to customers
- 2 years in a customer-facing role (Sales or appointment booking experience preferred)
- Confident, warm phone presence and Excellent verbal and written communication
- Strong organizational and multi-tasking skills
- Familiarity with service scheduling software or CRMs (e.g., ServiceTitan, Housecall Pro) a plus
We believe great conversations lead to great outcomes—for our customers and our team. Our incentive program rewards effort and results:
Benefits:
- Hourly Wage w/ performance-based raises
- Medical and dental insurance plans (after 90d)
- Matching retirement plan (after 1 year)
- Paid holidays (after 90d) and PTO (after 1 year)
- Company-sponsored training and certifications
- Friendly, team-oriented culture
- Tiered commission for monthly goals met:
- 100% to Ind Rev goal = $100 bonus
- >110% to Ind Rev goal = $200 bonus
- Employee Referral & Qtrly Team Incentives
GOAL: All employees must demonstrate that they are a Values fit in the following areas.
RESPECT: For others and yourself
- Give grace. Professional and positive. Give the benefit of the doubt
- Winsome. Friendly and Confident; make friends
- Trust builders. With team members, customers, subs, and vendors
- On time. Timely service to each other and customers
- Satisfaction Champion. Invest in and elevate others
- Say what you do. Do what you say
- Do the right thing when no one is looking
- Get under the problem. Servant leadership
- Measure your work. Collect and disseminate reliable/accurate data
- Be discreet. Handle information with integrity and confidentiality
- Eyes open. Care/awareness on the job to prevent physical injuries to self, others, and property
- Brotherly concern. Look out for others. Lead other team members in safe work practices
- Intentionally safe. Plan for safe outcomes
- PPE Champion. Aware of and able to educate customers in our PPE use and policies
- Capable and Competent. Familiar with CCinc processes and able to utilize them to maximize customer satisfaction, service efficiency, and company-wide profitability
- Touchdowns win the game. Resourceful and diligent. Meeting team and company goals
- Figure it out. Proactive, proficient, and creative in problem-solving in your role and with the team
- Innovate. Make things better, faster, more efficient
- Know it. Educate customers on industry and company standards and proprietary processes
- Grow it. Pursue ongoing professional development and knowledge building