Phone Support Specialist

Job Description

Job Description

We are seeking a motivated, highly personable and enthusiastic Phone Support Specialist to join our team at The Fireplace People in West Berlin, NJ. This is an exciting opportunity for someone with excellent communication skills and a strong customer service orientation to join a dynamic team. As a Phone Support Specialist, you will be the first point of contact for our customers and will play a vital role in creating a positive and memorable first impression. You will have the opportunity to learn about our company and its services while providing essential support to our internal teams and ensuring smooth operations. Join our team and start your career in customer service today!

Compensation:

$18 – 22 per hour, experience depending

Schedule:

Peak Season (September – February): Full-time hours (40 hours per week).

Off-Peak Season (March – August): Part-time hours (20–25 hours per week, depending on business need).

Essential Functions:

• Promptly answers incoming calls, asks appropriate questions to properly direct the call.
• Makes outbound calls when needed.
• Provide a smooth transition for all internal customers by utilizing excellent customer service skills and effective communication.
• Ensure urgent calls are handled with priority and escalation processes are utilized when necessary.
• Utilizes all available resources so calls are directed timely and accurately.
• Stay up-to-date on departmental scheduling changes.
• Interact with coworkers in a professional manner.
• Additional miscellaneous duties and responsibilities may be assigned from time to time by your supervisor.
• Demonstrate reliability in daily work practices with a clear understanding of The Fireplace People policies and procedures.

Requirements:

• Excellent communication and problem-solving skills
• Delivery of quality customer service
• Strong computer skills and ability to navigate multiple screens while talking
• Consistently display a professional demeanor
• Experience: Customer service, office experience a plus

The phone operator is often the first contact that a customer is introduced to The Fireplace People. We need to do everything possible to ensure that interaction is a positive one. Our dedication to our customers set us apart as a leader in the Hearth Industry. Our Associates enjoy comprehensive benefits, including our unique a 401(K) match, health insurance, complimentary life insurance and more!