Customer Service Lead

Benefits: • 401(k) matching • Dental insurance • Employee discounts • Health insurance • Paid time off • Training & development 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 & Sales Representative (CSR-SR) 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 Responsibilities: GOAL: Facilitate efficient and timely booking of service and project appointments Customer Service: • 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 systemSales & Booking: • 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 • Support the Sales Manager with lead follow-up, estimate prep, CRM updates, and goal alignment • Assist with sales operations, reporting, and customer follow-ups to ensure smooth execution • Manage leads, prepare proposals, and maintain accurate sales records in coordination with the Sales Manager • Handle daily sales support tasks, including updating estimates, tracking leads, and reaching out to customersSkills & Qualifications: • 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 • Familiarity with service scheduling software or CRMs (e.g., ServiceTitan, Housecall Pro) a plusIncentive Structure: We believe great conversations lead to great outcomes—for our customers and our team. Our incentive program rewards effort and results: Benefits: • Hourly Wage w/ performance-based raises • Medical and dental insurance plans (after 90d) • Matching retirement plan (after 1 year) • Paid holidays (after 90d) and PTO (after 1 year) • Company-sponsored training and certifications • Friendly, team-oriented cultureBonus Opportunities: • Tiered commission for monthly goals met: • 100% to Ind Rev goal = $100 bonus • >110% to Ind Rev goal = $200 bonus • Employee Referral & Qtrly Team IncentivesRISE VALUES GOAL: All employees must demonstrate that they are a Values fit in the following areas. RESPECT:For others and yourself • 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 othersINTEGRITY:Humble engagement • Say what you do. Do what you say • Do the right thingwhen 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 confidentialitySAFETY:The why informs the what • 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 profitabilityEXCELLENCE:Eager pursuit of quality outcomes • 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