Service Technician

C-A-L Stores Companies Inc; Payson (AZ); On-site; USD 42,000 - 66,000; Full time

Job summary

C-A-L Stores Companies Inc is seeking a Hearth Service Technician to diagnose and repair gas, pellet, and wood-burning hearth appliances, while delivering excellent customer service. You will receive service requests through various channels and must accurately diagnose issues, propose solutions, and handle payments through our POS system.

Responsibilities include maintaining service schedules, stocking parts, visiting customers at their homes or stores, and supporting other hearth department

Qualifications

• Familiar with gas, pellet, and wood-burning hearth appliances.
• Proven written and verbal communication skills.
• Strong interpersonal skills for customer service.
• Ability to adapt to rapidly changing work environments and priorities.
• Familiar with using computer systems and email.
• Experience with Microsoft Office and Excel.
• Experience using diagnostic tools for hearth appliances.
• Previous hearth experience is preferred.

Responsibilities

• Greet and acknowledge every customer.
• Receive and process service requests via multiple channels.
• Diagnose problems and determine proper solutions.
• Provide honest diagnostics and repair recommendations.
• Charge customers accurately for services and parts via POS.
• Maintain accurate daily service schedules and records.
• Know products sold in the hearth department and promotions.
• Visit and service customers in-store as needed.
• File HHT warranty claims timely and address denials or questions.
• Operate diagnostic equipment safely and effectively.
• Maintain and restock service parts inventory.
• Assist in daily hearth department operations and merchandising.
• Provide excellent customer service during home visits.

Skills

Gas/pellet/wood hearths

Written and verbal communication

Interpersonal skills

Adaptability

Computer literacy (Email/Office)

Microsoft Office and Excel

Diagnostic tools experience

Hearth experience preferred

Job description

Description

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.