Command Center Representative​/Customer Service Representative

Job Summary

The Command Center Representative serves as the operational heartbeat of the Residential Division. This role partners with residential builders and internal departments to schedule fireplace installations, fireplace facing installations, and service calls. The Command Center Representative ensures accurate order processing, proactive problem-solving, and exceptional service to both internal and external customers. This position requires an individual who demonstrates accountability, collaboration, solutions-focused thinking, and a commitment to excellence in alignment with the company’s core values.

• Process incoming sales orders accurately and efficiently in the system.
• Coordinate scheduling of fireplace installations, fireplace facings installations, and service calls.
• Serve as the primary point of contact for residential builders and internal teams.
• Answer and manage high-volume phone calls, emails, and text communications in a timely and professional manner.
• Troubleshoot and resolve issues for builders, field installers, sales, purchasing, and accounting.
• Maintain accurate data entry and documentation within company systems.
• Monitor project schedules and deadlines to ensure timely installation and customer satisfaction.
• Collaborate cross-functionally to ensure seamless project execution.
• Maintain composure and effectiveness during high-volume and high-pressure periods.
• Work overtime as needed during peak seasons (with flexibility in scheduling when possible).

• Demonstrated accountability and ownership of responsibilities and commitments.
• Strong collaboration skills and a service-oriented mindset.
• Proactive problem-solving abilities with a solutions-focused approach.
• Commitment to excellence and continuous improvement.
• Excellent customer service skills, including the ability to deescalate challenging situations professionally.
• Ability to manage multiple tasks simultaneously and pivot between priorities without losing accuracy.
• Excellent written and verbal communication skills across phone, email, text, and in-person interactions in English.
• High attention to detail with the ability to accurately and efficiently enter data into inventory tracking systems.
• Strong computer proficiency and comfort learning new systems.
• Ability to thrive under pressure while maintaining a positive attitude.
• Strong relationship-building skills with both internal and external stakeholders.

• Prior experience in account management, customer service, scheduling, or coordination roles.
• Experience working with residential builders, contractors, or in the construction/home building industry.

• Hourly Range $20-$24/ hour commiserate with experience