Customer Service Representative

Call Center Agent / Customer Support Specialist (Full-Time)

Location: On-site – South Pittsburg, TN
Department: Customer Support
Reports To: Customer Service Manager
Hours: 40hrs/week
Schedule: Monday–Friday, 7:45 AM–4:15 PM CST

About US Stove Company

US Stove Company is a leading manufacturer of wood, pellet, and coal stoves, furnaces, and heating accessories with over 150 years of history. We are committed to delivering reliable heating solutions and exceptional customer support to homeowners, retailers, and service partners across North America.

Position Summary

This is a full-time, high-demand call center position responsible for speaking directly with customers to troubleshoot issues, process orders and payments, and help resolve product-related concerns. The role requires a combination of customer service skills and technical aptitude. While this is a call center environment, it differs significantly from traditional call centers due to the technical nature of the products we support.

We also offer participation in our inside sales program that pays out commissions and bonuses quarterly. These amounts vary depending on performance but typically range around $1,000+/quarterly payout.

The position can be stressful at times, especially during our peak season between October and March, when call volume is at its highest. US Stove provides training on products, systems, and available resources to support success in the role.

Key Responsibilities

• Handle inbound customer calls related to product inquiries, warranty claims, and service issues
• Troubleshoot technical issues with wood, pellet, and other heating stoves using provided documentation and training
• Determine appropriate resolutions, including identifying parts that may be required
• Accurately enter orders and payment information into company systems
• Process warranty and non-warranty claims following established procedures
• Clearly explain technical concepts and solutions in a customer-friendly manner
• Document customer interactions, troubleshooting steps, and resolutions in CRM and claims systems
• De-escalate frustrated or upset customers professionally and calmly
• Follow call quality, compliance, and performance standards
• Maintain punctuality, reliable attendance, and readiness during scheduled work hours

Required Qualifications

• High school diploma or equivalent
• Ability to learn and apply technical information
• Strong verbal communication and active listening skills
• Basic computer skills and comfort working in multiple systems
• Reliable transportation and consistent attendance
• Non-combative, professional disposition when handling challenging customer interactions

Preferred Qualifications

• Familiarity with Microsoft Office
• Some experience working with the public or in a customer service role
• Ability to learn and use new computer programs for entering information and orders
• Prior call center, warranty, or claims experience
• Mechanical, appliance, HVAC, or technical support experience

Skills & Competencies

• Patience and emotional control under pressure
• Strong problem-solving and critical-thinking skills
• Attention to detail and accuracy
• Willingness to learn technical products and processes
• Dependability and punctuality
• Team-oriented mindset

Pay: $14.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person