Primary Purpose
To be responsible for the diagnosis and repair of all hearth products (including, but not limited to, BBQ’s fireplaces, and stoves) and services Coastal offers to customers while also maintaining excellent customer service.
Essential Duties and Responsibilities
- Greet and acknowledge every customer.
- Receive and process timely hearth service requests via Verizon, leads, email, over the phone, and in person.
- Accurately diagnose technical problems and determine proper solutions.
- Provide honest and correct diagnostics, service, maintenance, and repair recommendations to customers.
- Accurately charge customers for services and parts used. Ensure accurate payment is collected for service parts and labor through our Point-of-Sale System.
- Organize and maintain accurate, detailed, and timely daily service schedules and records.
- Comprehensive knowledge of all products sold in the hearth department.
- Maintain an awareness of all product knowledge information and merchandise promotions.
- Complete and maintain all assigned training courses.
- Visit and provide service in-store as needed.
- Ensure HHT Warranty claims are filed in a timely manner, through HHT and POS system. Review claims and address any concerns, questions, or denials from HHT.
- Proficient and safe use of all required and applicable diagnostic equipment.
- Maintain service parts inventory and restock when appropriate.
- Assist in daily functions of the hearth department as necessary, including department coverage when necessary.
- Assist in floor moves, merchandising, display maintenance, and store housekeeping.
- Maintain an awareness of all product knowledge information and merchandise promotions.
- Assist customers throughout their entire hearth appliance, venting, and accessories purchase.
- Provide excellent customer service and support during customer home visits.
- Manage all diagnostics, repairs, and maintenance as needed on all hearth products.
- Organize and maintain accurate daily service schedules with customers.
- Operate company vehicle safely in accordance with company policy.
Other Duties and Responsibilities
- Help in other departments when needed.
- Perform daily cleaning – such as, but not limited to, replacing full trashes with new trash bags, and sweeping the department floor.
- Other duties assigned as needed.
Qualifications
- Familiar with gas, pellet, and wood burning hearth appliances.
- Ability to obtain and possess driver’s license and insurance.
- Proven written and verbal communication skills.
- Strong interpersonal skills.
- Ability to adapt to rapidly changing work environments and to shift priorities accordingly.
- Familiar with how to operate a computer system and email.
- Experience using Microsoft Office and Excel.
- Experience with using diagnostic tools.
- Previous hearth experience is preferred.
