What are the responsibilities and job description for the CSR (Customer Service Representative) position at Rettinger Fireplace Systems, Inc.?
Department: Sales
Reports To: VP of Sales
Location: Berlin, NJ
Employment Type: Full-Time, Hourly (Non-Exempt
Company: Rettinger Fireplace Systems
Position Summary
The Customer Service Representative (CSR) is the friendly and professional first point of contact for homeowners, builders, and guests at Rettinger Fireplace Systems. This role plays an important part in delivering an outstanding customer experience by greeting visitors, managing communications, maintaining accurate records in Striven, and supporting the Sales team. The CSR helps create a positive first impression while improving sales efficiency and ensuring smooth coordination across the company.
Key Responsibilities
● Warmly greet all customers, builders, and visitors at the front desk and showroom, providing an exceptional first impression of Rettinger Fireplace Systems.
● Professionally answer and route incoming phone calls through the Podium system, handling general inquiries about fireplaces, inserts, chimney services, and installations.
● Accurately enter and update customer information, leads, quotes, and project details into the Striven ERP system.
● Support the Sales team by managing the sales pipeline - logging new leads, scheduling appointments, updating proposal statuses, and preparing customer documentation.
● Conduct post-installation and post-service customer outreach (calls or emails) to confirm satisfaction, gather feedback, and identify opportunities for additional services.
● Route service requests, scheduling questions, and technical inquiries to the appropriate team (Customer Experience, Installation, or Warehouse).
● Assist with showroom organization and help customers with literature, product samples, and basic product information.
● Monitor and respond to customer messages and online reviews through Podium and other platforms.
● Perform administrative tasks that increase Sales team efficiency, such as follow-up communications and document management.
● Support a positive team environment by collaborating with Sales and Operations staff.
Qualifications & Requirements
● Must be able to work all Saturdays, at least during peak season (Sept - Feb).
● High school diploma or equivalent required; Associate’s degree preferred.
● 1 years of customer service or administrative experience (ideally in construction).
● Professional phone etiquette and excellent verbal and written communication skills.
● Comfortable with computers and quickly learning new systems (Striven and Podium experience is a strong plus).
● Friendly, positive attitude with a passion for delivering outstanding customer experiences.● Strong attention to detail and organizational skills.
Compensation
Hourly Range: $18 – $24 per hour (commensurate with experience), plus overtime eligibility.
Benefits
● Health & Wellness: Comprehensive medical, dental, and vision insurance (company pays a significant portion of premiums for employee and family)
● Retirement: 401(k) plan with company match up to 4%
● Paid Time Off: 5 days PTO annually (increasing with tenure) 8 paid holidays 5 paid sick days
● Additional: Life insurance, short and long-term disability insurance, employee product discounts, performance incentives, and team events
Pay: $18.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $18 - $24