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Customer Service Representative

CHIMNEY CRICKET

Media, PA

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JOB DETAILS
SALARY
SKILLS
Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Customer Training, Dental Insurance, Exceeded Sales Goal, Fire Safety, Health Insurance, Industry Standards, Multitasking, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Profit & Loss, Safety Standards, Safety/Work Safety, Sales, Servant leadership, Solution Sales, Team Lead/Manager, Team Player, Telephone Skills, Time Management, Up-Selling, Writing Skills
LOCATION
Media, PA
POSTED
4 days ago
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 graceProfessional and positive. Give the benefit of the doubt
  • WinsomeFriendly and Confident; make friends
  • Trust buildersWith team members, customers, subs, and vendors
  • On timeTimely 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 workCollect and disseminate reliable/accurate data
  • Be discreetHandle 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 safePlan for safe outcomes
  • PPE ChampionAware of and able to educate customers in our PPE use and policies
  • Capable and CompetentFamiliar 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 outProactive, proficient, and creative in problem-solving in your role and with the team
  • Innovate Make things better, faster, more efficient
  • Know itEducate customers on industry and company standards and proprietary processes
  • Grow it Pursue ongoing professional development and knowledge building


Compensation: $25.00 per hour

Chimney Cricket is a locally owned and operated chimney and hearth company serving the greater Media, PA area for over 35 years. We specialize in chimney inspections, repairs, and fireplace installations, offering expert solutions rooted in safety, craftsmanship, and customer care. With a certified and experienced team, we take pride in restoring and upgrading fireplaces and venting systems to meet modern standards-while maintaining the charm and integrity of our customers' homes. Known for our reliable service and commitment to excellence, Chimney Cricket is a trusted name in home comfort and fire safety.

About the Company

C

CHIMNEY CRICKET

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