Fireplace customer service representative job description
A fireplace customer service representative books showroom visits, in-home estimates and service calls for a company that sells and puts in gas, wood and pellet fireplaces and stoves. They log the fuel and setup on every ticket, take first-week calls from new owners, and know when a call has become a gas emergency.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, other building equipment contractors · BLS, May 2025
Fireplace & Stove Installation - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
Serve as the primary point of contact for customers interested in fireplace and stove installation services. Facilitate inquiries, schedule estimates, and provide timely service updates to ensure customer satisfaction. Support overall operations by efficiently managing customer interactions and aligning services with operational goals.
2. Essential Duties and Responsibilities
Respond promptly to customer inquiries via phone, email, and online platforms.
Schedule and coordinate on-site estimates and service appointments with the installation team.
Provide detailed service updates and follow-ups to maintain high levels of communication and transparency.
Maintain accurate customer records and service logs within the company’s CRM system.
Collaborate with installation teams to ensure seamless hand-offs and excellent service delivery.
3. Key Tasks / Daily Activities
Answer inbound calls and digital messages to assist customers with their installation needs.
Input and update customer data and appointment details in the CRM system.
Proactively follow up with customers regarding upcoming appointments and post-service feedback.
Coordinate with field teams to relay scheduling changes or service adjustments.
Monitor and report on service status and customer satisfaction trends on a daily basis.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
Average Response Time: <2 minutes per inquiry.
Appointment Scheduling Accuracy: 98% adherence to schedule.
Follow-Up Completion Rate: 100% on all pending service updates.
5. Required Qualifications and Skills
High school diploma or equivalent; associate or bachelor's degree preferred.
Minimum of 1-2 years of experience in customer service, preferably in home services or a related field.
Excellent communication and interpersonal skills for effective customer interaction.
Strong computer literacy with a proficiency in CRM systems and scheduling software.
Ability to multitask and work in a fast-paced environment while maintaining attention to detail.
6. Preferred Experience
Previous work experience in the home improvement, installation, or HVAC industries.
Familiarity with fireplace and stove products and installation processes.
Experience interfacing between customers and field service teams.
Demonstrated success in meeting customer service targets in a technical environment.
7. Physical Requirements
Ability to work while sitting for extended periods with periodic standing or walking.
Minimal lifting; occasional handling of service documents or promotional materials may be required.
Work in an office environment with occasional visits to service sites under varied weather conditions.
8. Work Environment and Schedule
Standard business hours with occasional overtime based on business demand.
Part-time or full-time positions available depending on operational requirements.
Minimal travel required within the designated service area.
Occasional on-call availability during peak installation periods.
9. Compensation and Benefits
Hourly rate range: $16 - $22 per hour based on experience and qualifications.
Performance-based bonuses available based on customer satisfaction and service metrics.
Comprehensive benefits package including Health, Dental, and Vision coverage.
401(k) plan with company matching contributions and potential fringe benefits.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we foster a culture of continuous growth, innovation, and teamwork.
We value inclusivity, integrity, and excellence in every customer interaction.
Our commitment to professional development and community impact sets us apart in the home services industry.
Join our team to become part of a company that celebrates success and supports your career advancement.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
Callers range from a shopper picking a first fireplace to a new owner worried about a smell. The CSR's notes decide which unit gets quoted, which parts go on the truck, and whether the caller is in danger.
Natural gas or propane goes on every ticket
Gas units are set up for natural gas or propane. Switching an Innovative Hearth Products fireplace from natural gas to propane, for example, takes the maker's kit. Its instructions say a qualified service agency must install it, and warn that mistakes can cause a fire, an explosion or carbon monoxide. So the CSR asks which fuel the house has, and whether a propane tank is already in place, before booking an estimate or a service call. A wrong answer orders the wrong unit or the wrong parts. Source: Innovative Hearth Products: Gas conversion kit instructions, natural gas to propane (Rev. C, 10/2024).
A gas smell ends the call
A caller who smells rotten eggs or hears hissing near a gas unit may be standing beside it, phone in hand. Enbridge Gas in Utah, for one, tells people to leave right away and use no phones, switches or electronics. Only once safely away should they call its line or 911. The CSR's job is to end the call: hang up, get everyone out, call from outside. For propane homes, add the supplier's number. Enbridge also notes that a carbon monoxide alarm can't detect a gas leak. Source: Enbridge Gas (Utah): What to do if you smell gas.
A new unit smells at first
Some new owners call in the first week about a strong smell or a little white smoke. Heat & Glo explains that fireplaces leave the factory with paints and oils that need to bake off. It suggests three hours on high, a full cool-down, then six to eight hours more, with windows open. Read the steps from that model's manual. A sounding CO alarm or someone feeling sick is different: CPSC says anyone who suspects carbon monoxide poisoning should get outside to fresh air, then call 911. Source: Heat & Glo: Congrats on the new gas fireplace, here's what to do first.
Estimates start with photos
Before booking an in-home estimate for an insert, ask the caller to text photos of the fireplace opening and hearth, the chimney top if they can see it from the ground, and where any gas line or outlet sits. For a freestanding stove, ask for the wall and floor where it will go. The salesperson then arrives knowing what may fit, and some callers decide a showroom visit should come first.
How much fireplace customer service representatives make
Customer service representatives who work for other building equipment contractors earned a median of $25.75 an hour ($53,550 a year) in May 2025, according to the Bureau of Labor Statistics. That’s above the $44,770 median for customer service representatives in all industries. About 1,060 of the 2,595,750 customer service representatives in that survey work for other building equipment contractors.
Hourly, with the template's bonuses on customer ratings and service measures. BLS puts the median for CSRs at contractors like this above the template's top rate, so compare local postings before you set yours.
Other building equipment contractors
$53,550$53,550 median Middle half $40,510–$61,900 10th–90th $34,340–$75,550
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$20k$30k$40k$50k$60k$70k$80k$90k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Other building equipment contractors
$34,340
$40,510
$53,550
$61,900
$75,550
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for fireplace and stove installers on their own. These figures cover other building equipment contractors, which include them. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
Gets the fuel, the unit type and any existing chimney onto every ticket
Ends a gas-smell call fast: hang up, get out, call from outside
Sorts a new-unit smell from a gas smell with a few calm questions
Books estimates with the photos and measurements a salesperson needs
Matches each shopper to a showroom visit or a home estimate
Teach these on the job
Gas, wood, pellet and electric units, and the brands you carry
Each model's burn-off and lighting steps from its manual
Your scheduling software and estimate calendar
The gas utilities and propane suppliers in your service area
What each service call and cleaning includes
CSRs work in the scheduling or field service software, a shared inbox for web and email leads, and a texting tool for photos and reminders. Keep current manuals for every model you sell in one shared folder, since burn-off and lighting steps come from there, not from memory.
Fireplace customer service representative interview questions
Two of the 6 questions we'd ask, and what a strong answer sounds like. Ask every candidate the same questions, and rate each answer on your own before you compare notes.
Situational · Handling a gas smell call
A customer calls saying they smell gas near their new fireplace. What do you tell them?
A strong answer: To leave the house now, not flip switches or use anything that could spark, and call the gas utility or 911 from outside. Then alerts a manager and follows up.
Behavioral · Handling new-product complaints
Tell me about a time a customer called upset that a new product didn't work or look the way they expected. How did you handle the call?
A strong answer: Let them explain, asked specific questions, checked with a technician before calling anything normal, booked a visit if needed and followed up.
Set targets from your own phone and survey records. Grade part-time CSRs on the hours they actually spend on the phones, so someone who works two days a week isn't measured against a full week.
Customer Satisfaction Rating
From surveys on jobs this CSR set up, pull the comments that touch the booking: the date offered, the questions asked, the follow-up. A poor install score can trace back to a ticket with the wrong fuel or no photos.
Average Response Time
Minutes until a person first answers each inquiry, whether it came by phone, text, email or the website, broken out by channel and hour. Check weekend web leads separately, since they can sit untouched until Monday.
Appointment Scheduling Accuracy
Of all visits booked, the ones that needed no fix on the day: right address, fuel noted, the right kind of visit and the right person sent. Every reschedule caused by a booking error counts against it.
Follow-Up Completion Rate
Follow-ups finished on time, as a share of all that came due: estimate callbacks, first-week check-ins after an install, and updates on units still on order. Log each one in the customer record.
Career path
Customer service representativeBooks estimates and service, and logs fuel and setup on every ticket.
Sales representativeSells units in the showroom and in homes once the product lines are second nature.
Sales managerCoaches the sales team and sets its targets.
Other roles in a fireplace & stove installation business
What can a CSR check by phone when a gas fireplace won't light?
Stick to simple checks an owner can make safely: the wall switch, the remote and its batteries, and, for propane, whether the tank has fuel. Anything more comes from that model's owner's manual, read aloud, never from memory. Never talk a caller into opening the unit. If nothing works, book a service visit and note the model, the fuel and what the caller already tried.
How much does a fireplace customer service representative make?
Customer service representatives who work for other building equipment contractors earned a median of $25.75 an hour ($53,550 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $40,510 and $61,900 a year. Pay also depends on your local market, experience and overtime.
Should the CSR book a showroom visit or an in-home estimate?
Ask what the caller wants first. Someone choosing a look, a fuel or a brand does well in the showroom, where they can see units burn. Someone with a fireplace that needs an insert, or a room that needs a stove, needs a measured visit before any price is firm. Many buyers need both, and the CSR offers them in the order your sales team prefers.
How should a hearth company staff its phones in the fall?
The template allows part-time CSRs, which suits a business whose calls pile up once the weather turns cold and stay high into December. Part-timers can take the overflow in the busiest weekday hours, and on Saturdays if your showroom opens then, while full-timers keep the service board. Hire them in late summer, so they know the brands and the estimate calendar before the rush.
When does a fireplace CSR work outside the office?
Now and then: walking a customer to the burning displays, carrying a box of manuals or brochures to a home show booth, or dropping a remote at a customer's door. Some of it means standing for a while or stepping out in cold or wet weather. Those are the errands to name when the ad mentions occasional site visits.
Customer Service Representative in other industries
