Provide a World Class Customer Experience as per corporate guidelines/objectives to existing and new customer base.
Handle all inbound inquiries (phone, email, chat, social media etc.) with accuracy and professionalism.
Process parts & replacement parts orders as necessary.
Provide technical support to dealers and service technicians, general maintenance & troubleshooting guidance to customers while documenting relevant information into designated CRM database(s) as required.
Identify manufacturing and design issues through the appropriate channels.
Respond to 1st level technical inquires by identifying root cause of an issue.
Provide detailed resolutions and troubleshoot problems that a consumer or service technician may run into.
Accumulate and share product information with other team members.

Requirements

Experience in a Hearth manufacturing environment would be an asset.
Preference will be provided to candidates with previous hearth field experience.
Previous counter sales support or relevant experience.
Minimum G3 or equivalent experience. NFI certificate would be an asset.
Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Visual, Customer Service Software, ERP/CRM Data Management.
Customer Service, Technical Experience relevant to Hearth product installation and service.

Benefits

Comprehensive health, dental, vision, and life insurance coverage – 100% of premiums paid by the Company!
Long Term Disability Protection
Well-being support programs and virtual medical visits
Employee & Family Assistance Program for mental health and well-being (EAP)
Training Allowance and continuous learning opportunities and programs
Leadership development and mentorship programs
Clear pathways for advancement
Appreciation events, raffles, and team building activities
Napoleon Cares – A fund sponsored by Associates to help Associates in times of need
Competitive total compensation package, inclusive of bonus opportunity
Retirement savings plan with matching Company contributions (RRSP/DPSP)
Exclusive Associate discounts on our award-winning products

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingdata managementcustomer servicecounter sales supportHearth product installationHearth product service

Soft Skills

communicationprofessionalismaccuracyteam collaboration

Certifications

NFI certificateG3 certification