The Company

TRM Innovative Hearth Products is the buyout of several companies that have been merged throughout the years including but not limited to Fireplace Manufacturers Inc., (FMI), and Lennox Industries Hearth Division. The aggregate company included rollups of Marco; Superior Fireplace, which began in the 1930s; stove and insert companies including Country Stoves, established in 1977. FMI, a subsidiary of Desa, rolled up Design Dynamics in vented and vent-free logs in the early 2003 timeframe. Subsequently, the management team from the FMI segment of Desa acquired the assets of their division in 2008. On January of 2023 TRM Equity groups completely purchased IHP and created TRM Innovative Hearth Products.

Reports To:

Job Description:

The Customer Service Representative reports directly to the RV Customer Service & Distribution Manager. The Customer Service Representative is responsible for providing unique technical assistance regarding our products to all new, existing, and new potential customers to develop and increase the sales. The RV Customer Service Rep behavior that supports IHP values.

Essential Duties and Responsibilities:

• Manage customer complaints by providing solutions, often within a time limit, to ensure the customer is satisfied.
• Learn to identify customer needs or desires to recommend the appropriate product or service.
• Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.
• Keep a record of incoming inquiries to be able to reference them later.
• Be able to process orders, forms, applications, or requests.
• Collaborate with colleagues when necessary to resolve customer complaints.
• Provide feedback to other departments to help improve sales, marketing, and business processes.
• Learn about the products inside and out to be able to answer any questions from customers.

Qualifications:

• Communication skills like a pleasant demeanor and ability to work with multiple personalities.
• Diligence to be able to provide written communication to customers that are free of spelling or grammatical errors.
• Patience to be able to stay calm in an intense environment.
• Ability to multitask since tasks will require a Customer Service Representative to communicate with multiple customers at one time.
• Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner.
• Adaptability and flexibility to deal with different customers and needs in a brief period.
• Leadership skills like being able to help lead or manage a team of other Customer Service Representatives.
• High school diploma preferred or equivalent preferred.
• Experience in the same field is preferred.

• Must possess excellent organizational skills and be able to establish priorities.
• High competency level in use of Microsoft Office. (Excel, PowerPoint, Word, as a minimum).
• Communication Proficiency in both written and verbal communication skills. Bilingual – Spanish is a plus.

Language Ability:

Position requires fluency in English. Fluency in Spanish is a plus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is frequently exposed to moving mechanical parts and fumes or airborne particles.

The noise level in the environment is moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required stand, and walk, sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.