Customer Service Representative

Benefits:

401(k) matching

Employee discounts

Health insurance

Paid time off

Are you a natural people-person who loves helping others? At Chimney Cricket, we do more than clean chimneys—we create cozy, safe homes. As a Customer Service & Sales Representative, you’ll be the friendly voice that guides homeowners to the right solution while earning rewards for every appointment you book. If you’re friendly, motivated, thrive on great conversations, and want to be part of a trusted local team, we’d love to meet you.

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 Representative (CSR) 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

Sales & Booking:

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

Skills & Qualifications:

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

Benefits:

Hourly Wage w/ performance-based raises

Medical and dental insurance plans (after 90d)

Matching retirement plan (after 1 year)

Paid holidays and PTO (after 90 days)

Company-sponsored training and certifications

Friendly, team-oriented culture

RISE VALUES

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

INTEGRITY: Humble engagement

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

SAFETY: The why informs the what

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

EXCELLENCE: Eager pursuit of quality outcomes

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