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This job is in Steamboat Springs CO! This ski resort town in northern Colorado is a great place to live and raise a family. Housing, however, can be challenging. NOTE : To be considered, applicants must either live in the Yampa Valley or have a place to live locally. We do background checks prior to hiring; require valid driver’s license with low record of accidents. Mountain Home Stove & Fireplace is looking for a hard-working, motivated individual who enjoys working in a fast-paced environment. We work hard, but we play hard too! You can have an excellent work-life balance here with us, because after all, that’s why we live in Steamboat Springs! Mountain Home Stove & Fireplace is a small innovative family-owned hearth company that has been servicing, selling, and installing fireplaces and stoves in Routt County for the past 20 years. We do everything from simple home stove and fireplace repairs to large scale and high-end custom commercial projects. We are looking for a full-time Customer Service Representative in Steamboat Springs. The ideal candidate is a positive, organized multitasker with strong skills to defuse difficult customer situations and steer them to an amicable close, who’s comfortable working independently in a disruptive environment. Higher pay is available for someone with customer service experience, hearth industry experience, or certifications. This job requires constant learning, focus, and attention to detail. This role could also easily lead to higher paying positions within the company for someone who shows the right initiative. Company Mission We are the go-to resource for safe, high-quality hearth products and services in Steamboat Springs and surrounding communities. Our personnel love their jobs and demonstrate their professionalism through exceptional service and client interactions. Summary of Duties and Responsibilities The Customer Service Representative (CSR) is the primary point of contact between MHSF customers and our field teams, responsible for maximizing efficiency while delivering premium, first-class customer service across both the Service and Installation sides of the business. The CSR interacts with customers and field technicians to schedule work, lines out technicians each day, manages parts ordering and service inventory, and handles customer invoicing. This role works directly with Operations to ensure fluid overlap of all jobs and priorities across service and installation, so technicians and crews always have what they need to work efficiently. Direct Reports to: Owner Indirect Report/Mentored by: Operations Coordinator Characteristics of the Ideal Candidate Positive attitude Organized Effective communicator Flexible & self-motivated Analytical & problem solver Ability & willingness to learn Solid work ethic & integrity Continuous improvement attitude Job Duties in Order of Priority Safety First – Uphold safe working practices to maintain an incident-free workplace, including vehicle and equipment handling. Daily Priorities: Start of day: Familiarize yourself with all service jobs scheduled for the day to ensure tasks and forms are assigned in order to assist daily line out with special access/customer information, job locations, and required parts staged and ready on the parts shelf Start of day: Review any communications received since the previous day (phone, email, text) to catch schedule changes and confirm appointments before lining out technicians End of day: Review and note or close out all phone conversations – those assigned to you, unassigned, and those assigned to groups – so nothing is left open overnight Be available and prioritize customer response time to maintain a positive relationship with customers Customer Interaction & Scheduling: Interact directly and professionally with customers in person, by phone, and via email to schedule on-site technical inspections, service work, and required follow-up Pre-call service work two business days in advance; post-call completed service work to confirm customer satisfaction Coordination with Operations: Partner with Operations to assign tasks to MHSF field technicians Ensure tasks from service technicians are complete in the system, schedule any required follow-up, and respond to customer issues Check in with technicians throughout the day and relay relevant updates back and forth Parts, Inventory & Materials: Understand materials and inventory organization; stock and re-stock materials to keep the parts shelf and inventory organized and ready Accurately receive shipments and immediately action any damage or missing items Fleet & Facility: Maintain vehicle maintenance schedules and coordinate service and repair work Support Operations in maintaining general facility and warehousing duties (snow & ice removal, vent/parts stocking) and keeping the back storage area clean and organized Administrative & Other: Submit and follow up on warranty claims; ensure maximum return on all parts, and labor Review open service orders regularly in structured weekly meeting to ensure they are being actioned Prepare accurate invoices and assist in following up on outstanding A/R Necessary Qualifications Clean driving and criminal background to drive company vehicles and enter customers homes Ability to utilize company computer software for scheduling, invoicing, and stock management Excellent customer service and interpersonal skills, with effective verbal, written, and listening communication. Manage difficult customer situations and bring them to an amicable close; greet customers in the showroom and assist if no salesperson is available Analytical and problem-solving ability, with sound decision-making when re-prioritizing Ability to work independently and collaboratively with Operations and field technicians Strong time management skills and the ability to cope with change in a disruptive environment Comfort sitting for long periods at a desk while scheduling, with frequent phone and in-person customer interaction; occasional heavy lifting performed using safe lifting practices Willingness to follow Health & Safety guidelines at all times Compensation & Benefits Hourly pay: $25.00+ per hour, based on qualifications Paid holidays and PTO Sick leave benefits Wage increases with every qualifying industry certification completed Retirement 401k with company match Objectives in First 3 Months Obtain 1 NFI Certification Support gas and wood fireplace service scheduling with no safety incidents and no lost time Learn to recognize and coordinate service needs for millivolt gas appliances Achieve proficiency using software to schedule and invoice service work Ongoing Objectives Complete NFI Gas Technician certification Achieve proficiency answering all appliance service questions on the phone with customers Learn to recognize and coordinate service needs for IPI gas & wood appliances No safety incidents or lost time on your service jobs Maintain a fluid, well-coordinated working relationship with Operations across service and installation priorities Job Type: Full-time Pay: From $25.00 per hour Expected hours: 40.0 per week Benefits: 401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Professional development assistance Vision insurance Compensation Package: Bonus opportunities Overtime pay Tips Application Question(s): Are you located near Steamboat Springs, CO 80487 and are willing to drive to Steamboat Springs each day for work? License/Certification: Driver’s License (Required) Work Location: In person

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