Fireplace and stove rehash specialist job description
A fireplace and stove rehash specialist calls back shoppers whose quote for an insert, stove or fireplace never became an order. They learn what stopped the sale, from a late install date to a chimney that failed inspection, then book the buyer back in with a sales rep at the house or on the showroom floor.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, building equipment contractors · BLS, May 2025
The Rehash Specialist plays a pivotal role in reviving lost leads and re-engaging prospects specifically within the fireplace & stove installation industry. This position is instrumental in boosting additional revenue by implementing strategic follow-ups and ensuring customer interest is reignited, thereby driving the growth and success of our services.
2. Essential Duties and Responsibilities
Revisit and analyze lost leads to identify opportunities for re-engagement and conversion.
Execute targeted follow-up initiatives to reconnect with previous prospects and assess their current needs.
Collaborate with sales and installation teams to align re-engagement strategies with overall business objectives.
Accurately document all customer interactions and outcomes in the CRM system.
3. Key Tasks / Daily Activities
Review daily lead lists and prioritize outreach efforts based on potential conversion.
Make both inbound and outbound calls to engage previous prospects and schedule consultations.
Conduct follow-up meetings and address any customer inquiries or concerns regarding our fireplace and stove installation offerings.
Maintain and update accurate records of re-engagement activities and performance metrics.
4. Key Performance Indicators (KPIs)
Rehash Conversion Rate: Achieve a conversion rate of at least 20%.
Additional Revenue Generated: Secure a minimum of $2,000 in additional monthly revenue.
Callback Rate within 48 Hours: Maintain a callback rate above 90%.
Customer Re-Engagement Satisfaction: Attain a customer satisfaction rating of 4.8 stars or higher.
5. Required Qualifications and Skills
High school diploma or equivalent with a minimum of 2 years of experience in re-engagement or customer relationship roles.
Excellent verbal and written communication skills with strong attention to detail.
Proficient in using CRM systems and basic computer software applications.
Demonstrated problem-solving skills and a results-driven approach.
6. Preferred Experience
Minimum of 3 years of experience in the home services or fireplace & stove installation industry.
Prior experience in sales re-engagement, customer retention, or similar roles where follow-up is critical.
Familiarity with market trends and customer challenges in the home services industry.
Proven success in working collaboratively with cross-functional teams to drive revenue growth.
7. Physical Requirements
Ability to work primarily in a standard office environment with extended periods of sedentary work.
Occasional travel to local service sites or client meetings is required.
Must be capable of lifting up to 20 lbs for transporting materials when necessary.
Utilizes computer and telephone equipment for most tasks with minimal physical exertion.
8. Work Environment and Schedule
Typical work hours are Monday through Friday, from 9:00 AM to 5:00 PM.
Flexibility for remote work arrangements may be available.
Occasional travel is necessary for on-site customer meetings and service follow-ups.
On-call duties may be required to support urgent customer re-engagement efforts.
9. Compensation and Benefits
Salary range of $45,000 - $55,000 per year, commensurate with experience.
Commission structure based on additional revenue generated through re-engagement efforts.
Comprehensive benefits package including Health, Dental, and Vision insurance.
401k plan with company matching contributions.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we cultivate a culture of collaboration, innovation, and continuous improvement. We are committed to investing in our employees’ professional growth and fostering an inclusive work environment where every team member is valued. Our passion for excellence and customer satisfaction drives everything we do, and we invite you to join us in making a significant impact in the home services industry.
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
A hearth quote usually dies for a reason tied to the house, the calendar or the fuel, not because the buyer stopped wanting a fire. The rehash specialist finds that reason, then matches it to the right next step and the right month.
Read the reason before you dial
Open the rep's notes before each call. Hearth quotes tend to stall for a handful of reasons: the install date fell after the holidays, the chimney failed its inspection, a gas line or propane tank added more than the buyer expected, a spouse wanted to see the unit burn, or the buyer was waiting on a maker promotion. Each has its own next step: a new date, another vent plan, a revised quote, a showroom visit, or a call when the promotion opens.
The calendar reopens files
A buyer told January back in November may still want heat this winter, so call right after the holidays with the next open install weeks. Late winter reaches people whose old stove struggled through a cold snap. Late spring and summer are for buyers who want next fall covered before the install calendar fills. A buyer who shrugs in April may say yes in August.
A failed chimney isn't a dead file
CSIA's sweep procedure recommends a Level 2 chimney inspection when a new appliance, such as an insert, is added. When that report rules out the old chimney, the buyer often hears no fireplace and stops answering. Call to explain that other routes may exist, such as relining the chimney, a gas unit vented through an outside wall, or a freestanding stove with its own chimney. Then book the rep to look and price them. Read the report, but leave every technical call to the rep and lead installer. Source: CSIA: Standard operating procedure, Level 2 inspection of a masonry fireplace.
Utah adds quiet days to the phone list
Utah's telephone solicitation law bars sales calls to home and cell phones from 9 p.m. to 8 a.m., on Sundays and on state legal holidays, unless the person gave prior express consent. A past quote doesn't change that. Utah's holidays include Columbus Day and Veterans Day, both in the fall rush, and Pioneer Day on July 24, when preseason calls go out. Load the state's list into the dialer each year; the 2026 session amended it, and a new version takes effect January 1, 2027. Source: Utah Code 13-25a-103: Prohibited conduct for telephone solicitations.
How much fireplace and stove rehash specialists make
The closest BLS group for fireplace and stove rehash specialists is telemarketers. Telemarketers who work for building equipment contractors earned a median of $18.81 an hour ($39,130 a year) in May 2025, according to the Bureau of Labor Statistics. That’s above the $35,450 median for telemarketers in all industries. About 820 of the 58,430 telemarketers in that survey work for building equipment contractors.
Salary plus commission on the revenue revived quotes bring in, per the template. BLS pay for telemarketers at building equipment contractors runs well under this template, whose salary floor sits above their median, so expect applicants from showroom and inside sales as well as call centers. Pay the commission once the revived order is installed, so an order that cancels earns nothing.
Building equipment contractors
$39,130$39,130 median Middle half $35,780–$46,290 10th–90th $33,460–$49,820
All industries
$35,450$35,450 median Middle half $29,640–$40,230 10th–90th $27,040–$50,350
$20k$30k$40k$50k$60k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Building equipment contractors
$33,460
$35,780
$39,130
$46,290
$49,820
All industries
$27,040
$29,640
$35,450
$40,230
$50,350
BLS doesn’t publish pay for telemarketers at other building equipment contractors on their own, so these figures cover building equipment contractors. 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
Reads a hearth quote, vent plan and chimney report well enough to explain them
Sorts each stalled quote by its cause: the date, the chimney, fuel costs, a spouse or a promotion
Times callbacks to the install calendar and the heating season
Knows the days and hours the dialer must stay quiet in each buyer's state
Books the rep back in with the buyer's reason and new budget in the note
Teach these on the job
Each fuel type and the brands on your floor
What drives the price of an insert, a built-in and a freestanding stove
Your CRM's lost-quote view and dialer settings
Which maker promotions are running, and when each one ends
Do-not-call windows for shoppers who only asked and for past buyers
Each day starts from the CRM's list of quotes marked lost or stalled, each with the rep's notes, photos, vent plan and any chimney report attached. Where Utah's law applies, the dialer should block sales calls on Sundays, on state holidays and from 9 p.m. to 8 a.m., and flag any number on the national registry.
Fireplace and stove rehash specialist 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 · Reopening winter quotes
In August, you call people who got quotes last winter but didn't buy. What do you say?
A strong answer: References their quote and what they wanted, asks what's changed, mentions honest fall install lead times and offers to update the quote, without fake urgency.
Behavioral · Staying positive through rejection
Tell me about a stretch in the off-season when old quote holders kept saying they'd wait until fall. What did you change?
A strong answer: Looked at what wasn't working, gave honest reasons to act now such as shorter install waits, changed timing or list order, kept the call count up and tracked results.
This job swings with the heating season, so set its targets after one full year of your own files and read them by season.
Rehash Conversion Rate
Revived files that became signed orders, divided by files worked, sorted by the reason each quote stalled. Count an order once its deposit clears and any cancel window has closed.
Additional Revenue Generated
Installed revenue from revived orders, by month and by product, counted when the job is done and billed. An order revived as a smaller unit still counts at its actual value.
Callback Rate within 48 Hours
Of the calls, texts and emails buyers sent back on rehash files, the share a person answered inside the template's window, from the phone and CRM logs. Track Monday mornings on their own line.
Customer Re-Engagement Satisfaction
After the install, survey buyers whose orders came through rehash, adding one question on whether the follow-up calls felt helpful or pushy. The comments say more than the stars.
Career path
Showroom sales associateGreets walk-ins, rings up pellets and parts, and learns each brand.
Rehash specialistRevives stalled quotes and books reps back into homes.
Can a rehash specialist call shoppers who signed in at the showroom?
A shopper who asked about a unit and left a number has made an inquiry. If that number is on the FTC's do-not-call list, federal rules allow sales calls to it for 90 days after the inquiry. Utah's own do-not-call section lets an inquiry count for 18 months, but the shorter federal limit still applies. Past 90 days, calls to a registered number need the shopper's signed, written agreement naming that number. Put consent wording, written with counsel, on the sign-in card.
How much does a fireplace and stove rehash specialist make?
Telemarketers who work for building equipment contractors earned a median of $18.81 an hour ($39,130 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $35,780 and $46,290 a year. Pay also depends on your local market, experience and overtime.
What can a rehash specialist offer when price stopped the sale?
Only offers the sales manager has signed off on: a smaller unit or a plainer surround, a maker promotion that's running now, or a date in a slower month if your company prices those lower. Don't quote a new number on the phone. The rep reprices it, since a different unit can change the venting, the gas work and the finish.
When is a hearth rehash specialist on call?
Mostly the first cold snap. Buyers who said next year call back wanting heat now, often in the evening or on a weekend. The specialist returns those calls quickly and books the earliest estimate or showroom time. Name who covers those callbacks before the season starts, and check your state's calling hours before planning any outbound calls on those days.
Where would a hearth rehash specialist carry 20 pounds?
Carrying a case of brochures, a few log or stone samples, or a bag of glass media samples to a follow-up meeting in a buyer's home or at a show booth. The template calls this mostly desk work with occasional trips, so describe those trips and loads in the posting, not just the weight.
