Customer Service Lead
hace 6 días
Media
Job DescriptionBenefits: • 401(k) matching, • Dental insurance, • Employee discounts, • Health insurance, • Paid time off 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. Were looking for a friendly and motivated team player who wants to be the voice of our companythe 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 solutionsand 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 systemSales & 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, • 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 customersSkills & 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 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 cultureBonus Opportunities:, • Tiered commission for monthly goals met:, • 100% to Ind Rev goal = $100 bonus, • 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 othersINTEGRITY: 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 confidentialitySAFETY: 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 profitabilityEXCELLENCE: 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