Mountain Hearth and Patio / Mountain Man Fireplace & Chimney

Customer Care Coordinator - Evergreen 1 thumbnail

Hwy 73 near North Turkey Creek Road

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compensation: $20-$25 pert hour depending on experience

employment type: full-time

experience level: entry level

job title: Customer Care Coordinator

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Mountain Man Fireplace & Chimney is seeking a full-time Customer Care Coordinator to join our busy Administrative team! You will be responsible for helping customers by scheduling, providing product and service information, and resolving technical issues.

Department: Admin / Finance

Job Description/Summary: 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.

Reports To: Office Manager

Core Values Integrity:
 Accountability
 Reliability
 Technical Excellence
 Community Cooperation
 Can-do Attitude

Education/Certification Requirements:
 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 Proven Customer Relation Skills – Positive & professional demeanor
 Ability to work with clients and coworkers
 Strong Work Ethic and Sense of Personal Accountability
 Ability to work under pressure
 Diligent, detail-oriented, and ability to multi-task
 Able to plan and prioritize changes/conditions/situations
 Manage multiple and simultaneous timelines
 Proficiency in MS Word / Excel / Outlook / QuickBooks / Adobe Acrobat
 Excellent written & verbal communication skills
 Use of specific sales strategies and techniques

Physical Minimums:
 Work in Office 5 ½ days per week – approx. 8 hours per day
 Occasionally work with Lead Technicians at customer homes for hands- on training

Mental Capacities:
 Excellent time management skills
 Willingness and ability to make decisions and work under pressure
 Strong customer service skills

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

Essential Functions:
 Handle all incoming phone calls, online inquiries, and voicemails
 Geographic / Spatial Familiarity (Local area map reading and territory knowledge)
 High-Volume Call Handling utilizing a Multi-Line Phone System
 Provide information about the products and services
 Troubleshoot and resolve product issues and concerns
 Document and update customer records based on interactions
 Develop and maintain a knowledge base of the evolving products and services
 Convert incoming leads into scheduled appointments
 Maintain, schedule and prepare the appointments for daily operations
 Daily data entry and management of invoices, payments, receipts, accounts receivable and collections
 Create and review client documentation and files
 Support on-site and off-site operations

Measures of Performance: S.M.A.R.T Goals and industry specific certifications

Duties and Assigned Tasks

General Office Duties:
 Answer incoming phone calls, inquiries, and complaints
 Work with customers to relieve concerns and issues
 Receive mail - distribute it to the appropriate person or location
 Appropriately file customer paperwork
 Perform assigned office cleaning

Service Crew Schedule:
 Convert incoming phone calls to scheduled service visits
 Enter customer data and scheduling information into a CRM system
 Effectively bridge communication between service crew and customers
 Appropriately document appointments and ensure that all paperwork is completed
 Coordinate with Office Manager & Logistics to ensure all necessary parts and materials are ready for scheduled work

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

Quick Books Data Entry:
 Enter customer invoices and payments into Quick Books
 Receive money against open customer invoices
 Work with Office Manager to collect open A/R and past due balances

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

Other
 Obtain NFI Hearth Design or Gas or Wood Specialist or CSIA Certified Chimney Sweep within 1 year of employment (training and testing are employer paid)
 Fill in as required by Office Manager and General Manager
 Attend to showroom/retail store needs when required
 Ensure Safe Work Practices are always followed

Benefits Include:
 Medical/Dental/Vision Insurance
 401k
 Paid Time Off

If interested, please send your cover letter and resume to the CraigsList email

Principals only. Recruiters, please don't contact this job poster.

post id: 7978522269

posted: 2026-10-05 14:26

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Customer Care Coordinator - Evergreen (Evergreen)

Mountain Hearth and Patio / Mountain Man Fireplace & Chimney