Customer Support Representative

Position Type: Full-time; Hourly

Location: In-Office; Auburn, WA

Wage Scale: $18.00 – $26.00 per hour

Benefits: Full-time Regular Employees (and their families) can enroll in medical, dental, vision, basic life insurance, and 401K. Employees will also accrue 80 hours of vacation per year for the first 9 years and eight paid holidays throughout the calendar year.

Responsibilities:

• Respond to all inbound calls and provide exceptional customer support to homeowners.
• Assist homeowners with troubleshooting fireplace and garage door issues.
• Schedule, route, and dispatch service technicians as needed.
• Maintain and track all orders, parts, and service requests accurately.
• Process orders, applications, and customer requests while updating transaction status into SAP.
• Ensure timely and thorough follow-up with every customer.
• Collaborate with the Customer Care team to maintain accurate and organized customer databases and filing systems.
• Support sales efforts and assist with confirming scheduled jobs.
• Communicate clearly and professionally to ensure messages are understood correctly.
• Meet deadlines and provide support to team members as needed.

Requirements:

• High school diploma, GED or equivalent.
• Previous experience using SAP preferred.
• Prior experience working in construction, HVAC, fireplace or garage industries is a plus.
• Excellent verbal and written communication skills, good organizational skills, and professional telephone skills.
• Data entry experience is a plus but not required.
• Organizational, time management, and customer service skills.
• Strong analytical skills and attention to detail.
• Regular attendance is required.

Why get your Career started with Fireside?

With locations in both Oregon and Washington, Fireside is the Northwest’s premier provider of fireplace hearth products and garage doors, specializing in the service and installation of quality fireplaces, garage doors, BBQ, fire-pits and more.  We are a growing company that has been in business for over 30 years.  We pride ourselves in employee training, our Fireside Five Values, and encourage employee growth within the company.

Fireside is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.

Safety | Professionalism | Accountability | Customer Experience | Effective Communication