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Fireside

Customer Service Representative

Charlotte, NC, United States

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Job details

Posting language: English
Posted: Oct 28, 2026

Original job description

Fireside Hearth and Home (FHH) is looking to add a Customer Service Rep in Charlotte NC.

Fireside Hearth & Home is the world’s largest and leading fireplace installing distributor and retail dealer in North America and a subsidiary of Hearth & Home Technologies – the largest manufacturer of fireplace products and an HNI Corporation operating company. Fireside is a team of 400+ hearth experts located across 6 regions, 12 states and 29 branches across the USA. Check us out at www.fireside.com.

We are currently seeking a Customer Service Rep to provide an optimal experience for our customers through ordering, scheduling, and customer support.

Responsibilities:

Scheduling

Schedules installations and service calls as required by the builder and homeowner customers.
Schedules fireplace startups, builder and homeowner warranty and service calls.
Handles reschedules and warranty claims promptly and with a high sense of urgency.
Pulls permits, calls in inspections and closes out permits.

Customer Service

Receives and processes incoming sales and service orders.
Ensures that all Purchase Orders from customers are received, are accurate and are linked.
Answers all phone calls quickly and efficiently to minimize abandoned calls and any voicemail and return all phone calls daily.
Communicates any issues with the installations or warranty/claims with the appropriate Branch and sales representatives to ensure all customer expectations are met.

Accounts Receivable

Work with builders to resolve AR issues.
Collect payments for COD & HOLD customers.
Invoices all completed jobs daily from the E-Ticket processing folder.

Qualifications:

Experience with scheduling installations or service in new home construction industry preferred.
High School Diploma or equivalent.
Excellent written communication skills.
Must have a good working knowledge of computers.
Ability to enter data quickly and accurately into all systems.
Ability to use Microsoft Office software and to learn new programs.

What is in it for you?

Competitive compensation with opportunities for growth
Medical, Dental, Vision Insurance
401k match
Cash Profit Sharing (after one year of employment)
Discounted Stock Purchase Plan
Paid Time Off
Paid Holidays
Tuition Assistance
This position offers an opportunity for new experiences, development, and future career opportunities within HNI Corporation.

About Working for Hearth & Home Technologies

Hearth & Home Technologies is a part of the Residential Building Products segment of HNI Corporation (NYSE: HNI). We are the world’s leading manufacturer and marketer of hearth products, which include a full array of gas, electric, wood, and pellet-burning fireplaces, inserts, stoves, facing and accessories.

Since 1951, Fireside Hearth & Home has been making the fireplace selection and installation process easy by offering the best sales and service experience possible. We are fireplace experts focused on the latest trends, technologies, and brands to offer you the best solutions. Apply today!

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