Customer Care Coordinator

Job Description

Job Description

We are seeking an organized, detail-oriented, and customer-focused

Customer Care Coordinator

to join our team. 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 QuickBooks. 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.

Core Values

Integrity Accountability Reliability Technical Excellence Community Cooperation Can-do Attitude

Requirements 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

Skills / Abilities o Proven Customer Relation Skills – Positive & professional demeanor o Geographic / Spatial Familiarity (Local area map reading and territory knowledge) o Ability to work with clients and coworkers o High-Volume Call Handling utilizing a Multi-Line Phone System o Document and update customer records based on interactions o Strong Work Ethic and Sense of Personal Accountability o Ability to work under pressure o Diligent, detail-oriented, and ability to multi-task o Able to plan and prioritize changes/conditions/situations o Manage multiple and simultaneous timelines o Proficiency in MS Word / Excel / Outlook / QuickBooks / Adobe Acrobat o Excellent written & verbal communication skills o Use of specific sales strategies and techniques

Physical Minimums

Work in Office 5 1⁄2 days per week – approx. 8 hours per day ***Occasionally work with Lead Technicians at customer homes for hands-on training

General Hours

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

Mental Capacities

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

Working Conditions

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

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

Measures of Performance

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

General Office Duties o Answer incoming phone calls, inquiries, and complaints o Work with customers to relieve concerns and issues o Receive mail - distribute it to the appropriate person or location o Appropriately file customer paperwork o Perform assigned office cleaning o Convert incoming phone calls to scheduled service visits o Enter customer data and scheduling information into a CRM system o Appropriately document appointments and ensure that all paperwork is completed o Work with OM to ensure all parts and materials are ready for scheduled work o Quality Control Customer Documentation

Quick Books Data Entry o Enter customer invoices and payments into Quick Books o Receive money against open customer invoices o Work with Administrative Services Manager to collect open and past due balances

Customer Documentation o Produce customer folders for new customers and locate return customer files o Create memorandums in CRM system as required o Review folders for previous repair documentation and notes about the client and the home o Appropriately file all customer folders

Sales Proposals o Work with the GM, Sales Team, and other staff to generate sales proposals o Deliver and follow up on proposals to customers

Other o Fill in as required by both Operations and the GM o Attend to retail store needs when required o Ensure Safe Work Practices are always followed \nCompany Description

Specialty Hearth Retailer - We sell, install, and service all types and brands of hearth appliances (wood, gas, pellet, electric) Company Description

Specialty Hearth Retailer - We sell, install, and service all types and brands of hearth appliances (wood, gas, pellet, electric)