Customer Care Coordinator

Conifer, CO; Evergreen, Northern (CO, KY); Hybrid; USD 28,000 - 34,000; Full time

Job summary

Mountain Man Fireplace & Chimney is seeking a full-time Customer Care Coordinator to join our Administrative team. You will schedule, provide product and service information, and assist with bookkeeping tasks in QuickBooks.

The role serves as the primary liaison between customers and field service personnel, handling day-to-day communications, dispatching service trucks, and ensuring accurate records and professional interactions.

Qualifications

• High School Diploma is required.
• 2 years in office/administration experience.
• Certification in NFI Hearth Design or Gas/Wood Specialist or CSIA CCS is employer-paid.

Responsibilities

• Handle all incoming calls, inquiries, and voicemails.
• Provide product and service information; troubleshoot issues.
• Document and update customer records in CRM/QuickBooks.
• Schedule, dispatch service trucks, and coordinate via calendar.
• Assist with basic bookkeeping tasks in QuickBooks.

Skills

Customer relations

Multi-line phone

Data entry

Record management

Communication

Time management

Attention to detail

MS Word

MS Excel

MS Outlook

QuickBooks

Adobe Acrobat

Education

High School Diploma

Tools

QuickBooks

Adobe Acrobat

MS Word

MS Excel

MS Outlook

Job description

Mountain Man Fireplace & Chimney is seeking a full-time Customer Care Coordinator to join our busy Administrative team! You will be responsible for helping customers by scheduling, providing product and service information, and resolving technical issues.

Department

Admin / Finance

Summary

In this dual-function role, you will serve as the primary liaison between our customers and field service personnel, managing day-to-day phone communications, dispatching service trucks, resolving client inquiries, and executing core bookkeeping tasks in QuickBooks. The ideal candidate thrives in a fast-paced environment, excels at calendar logistics, and ensures all internal and external communication is precise, prompt, and professional.

Starting Wage

$20-$25 per hour, depending on experience

Job Title

Customer Care Coordinator

Department

Admin / Finance

Summary

In this dual-function role, you will serve as the primary liaison between our customers and field service personnel, managing day-to-day phone communications, dispatching service trucks, resolving client inquiries, and executing core bookkeeping tasks in QuickBooks. The ideal candidate thrives in a fast-paced environment, excels at calendar logistics, and ensures all internal and external communication is precise, prompt, and professional.

Reports To

Administrative Services Manager

Core Values

• Integrity
• Accountability
• Reliability
• Technical Excellence
• Community Cooperation
• Can-do Attitude

Requirements

Education

High School Diploma

Certification(s)

NFI Hearth Design or Gas or Wood Specialist or CSIA CCS (training and testing is employer paid)

Experience

2 Years in Office/Administration

Skills / Abilities

• Geographic / Spatial Familiarity (Local area map reading and territory knowledge)
• Ability to work with clients and coworkers
• High-Volume Call Handling utilizing a Multi-Line Phone System
• Document and update customer records based on interactions
• Strong Work Ethic and Sense of Personal Accountability
• Ability to work under pressure
• Diligent, detail-oriented, and ability to multi-task
• Able to plan and prioritize changes/conditions/situations
• Manage multiple and simultaneous timelines
• Proficiency in MS Word / Excel / Outlook / QuickBooks / Adobe Acrobat
• Use of specific sales strategies and techniques

Skills / Abilities

• Proven Customer Relation Skills – Positive & professional demeanor
• Geographic / Spatial Familiarity (Local area map reading and territory knowledge)
• Ability to work with clients and coworkers
• High-Volume Call Handling utilizing a Multi-Line Phone System
• Document and update customer records based on interactions
• Strong Work Ethic and Sense of Personal Accountability
• Ability to work under pressure
• Diligent, detail-oriented, and ability to multi-task
• Able to plan and prioritize changes/conditions/situations
• Manage multiple and simultaneous timelines
• Proficiency in MS Word / Excel / Outlook / QuickBooks / Adobe Acrobat
• Excellent written & verbal communication skills
• Use of specific sales strategies and techniques

Requirements (continued)

Physical Minimums

Work in Office 5 ½ days per week – approx. 8 hours per day
***Occasionally work with Lead Technicians at customer homes for hands- on training

General Hours

Monday thru Friday 8am-4:30pm + every other or every third Saturday

Mental Capacities

• Able to speak and understand written and spoken English
• Excellent time management skills
• Willingness and ability to make decisions and work under pressure
• Strong and effective customer service skills

Working Conditions

95 % Office Environment, 5% ‘Ride-Alongs’ with Operations for Training

Essential Functions

• Handle all incoming phone calls, online inquiries, and voicemails
• Provide information about products and services
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Convert incoming leads into scheduled appointments
• Maintain, schedule and prepare the appointments for daily operations based on geographical location
• Daily data entry and management of invoices, payments, receipts, A/R
• Create and review client documentation and files
• Support on-site and off-site operations

Measures of Performance

S.M.A.R.T Goals and industry specific certifications

Duties and Assigned Tasks

General Office Duties

• Answer incoming phone calls, inquiries, and complaints
• Work with customers to relieve concerns and issues
• Receive mail - distribute it to the appropriate person or location
• Appropriately file customer paperwork
• Perform assigned office cleaning
• Convert incoming phone calls to scheduled service visits
• Enter customer data and scheduling information into a CRM system
• Appropriately document appointments and ensure that all paperwork is completed
• Work with OM to ensure all parts and materials are ready for scheduled work
• Quality Control Customer Documentation

Quick Books Data Entry

• Enter customer invoices and payments into Quick Books
• Receive money against open customer invoices
• Work with Administrative Services Manager to collect open and past due balances

Duties and Assigned Tasks (continued)

Customer Documentation

• Produce customer folders for new customers and locate return customer files
• Create memorandums in CRM system as required
• Review folders for previous repair documentation and notes about the client and the home
• Appropriately file all customer folders

Sales Proposals

• Work with the GM, Sales Team, and other staff to generate sales proposals
• Deliver and follow up on proposals to customers

Other

• Fill in as required by both Operations and the GM
• Attend to retail store needs when required
• Ensure Safe Work Practices are always followed

If interested in this position, please send your resume and cover letter to [e-mail]