Customer Service Representative

Chimney Cricket & Hometown Hearth•Middletown Township, PA

About The Position

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

Requirements

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

Nice To Haves

Familiarity with service scheduling software or CRMs (e.g., ServiceTitan, Housecall Pro) a plus

Responsibilities

Facilitate efficient and timely booking of service and project appointments
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
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
All employees must demonstrate that they are a Values fit in the following areas.
Give grace. Professional and positive. Give the benefit of the doubt
Winsome. Friendly and Confident; make friends
Trust builders. With team members, customers, subs, and vendors
On time. Timely service to each other and customers
Satisfaction Champion. Invest in and elevate others
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 work. Collect and disseminate reliable/accurate data
Be discreet. Handle information with integrity and confidentiality
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 safe. Plan for safe outcomes
PPE Champion. Aware of and able to educate customers in our PPE use and policies
Capable and Competent. Familiar with CCinc processes and able to utilize them to maximize customer satisfaction, service efficiency, and company-wide profitability
Touchdowns win the game. Resourceful and diligent. Meeting team and company goals
Figure it out. Proactive, proficient, and creative in problem-solving in your role and with the team
Innovate. Make things better, faster, more efficient
Know it. Educate customers on industry and company standards and proprietary processes
Grow it. Pursue ongoing professional development and knowledge building