Customer Service Representative
Local Denver, CO Candidates Only
Warming Trends designs, manufactures, and distributes premium outdoor gas fire features. Our main office is in Englewood, Colorado, about 20 minutes south of downtown Denver. With patented, competitively advantaged products that are designed, engineered, and assembled in the USA, we have established ourselves as an innovative leader in the outdoor living industry. We take pride in enhancing our customers’ outdoor spaces and lifestyles, and every team member plays a role in that mission. Learn more at www.warming-trends.com.
Position Summary:
The Customer Service Representative, known internally as a Flame Specialist, serves as a primary point of contact for customers and prospects by providing knowledgeable, responsive, and professional support throughout the customer experience. Reporting to the Customer Service Manager, this position is responsible for responding to customer inquiries, processing customer orders, preparing quotes, maintaining accurate customer records, and coordinating with internal departments to ensure timely communication and order fulfillment. This role partners closely with Sales, Production, Shipping, and other internal teams to deliver exceptional customer service while supporting the Company's commitment to quality and customer satisfaction.
This position is based in the Denver Metro area, working in our Englewood, Colorado office.
Job Responsibilities:
- Respond to incoming phone calls and emails from customers and prospects regarding product inquiries, order status, technical questions, and other customer needs.
- Research customer inquiries and provide accurate, timely, and professional responses.
- Respond to and address warranty, technical inquiries, and RMA requests by gathering relevant information, identifying customer concerns, and applying appropriate troubleshooting.
- Manage communications received through the shared customer service inbox, ensuring timely follow-up and resolution.
- Process and quality check incoming customer orders for complete accuracy, including monitoring pricing structure and discounts by customer.
- Proactively communicate with customers regarding order status, including lead times, estimated ship dates, and potential delays.
- Prepare customer estimates and quotes, communicating with customers as needed to clarify project requirements and ensure order accuracy.
- Input and maintain accurate records of all activities and related documentation in CRM/ERP system.
- Collaborate with Sales, Production, Shipping, and other departments to resolve customer issues, coordinate order fulfillment, and support an excellent customer experience.
- Perform other duties and special projects as assigned.
Qualifications
- 2-5 years of experience in a customer-contact role.
- Strong telephone etiquette and excellent written and verbal communication skills.
- Proficient computer skills and basic math abilities, including experience with Microsoft Office (Word, Excel, etc.).
- Ability to handle complex problem-solving inquiries with attention to detail.
- Eagerness to learn about our products, processes, and resources.
- Ability to understand and troubleshoot basic mechanical and electrical issues.
- Prior experience with an ERP system is preferred.
- Prior experience in a manufacturing environment is a plus.
Compensation:
- Starting Pay: $21.00 - $23.50 per hour
- Eligible for discretionary annual bonus
Benefits:
- 401(k) with matching
- Health insurance with employer contribution
- Employer-paid dental and vision insurance
- Employer-paid life and AD&D insurance
- Paid time off including vacation, sick, and holidays
- EAP (Employee Assistance Program)
Job Type:Full-time
Schedule: Scheduled in-office hours are Monday – Friday, 8:00 AM – 5:00 PM MT.
Job Location: This position is based in the Denver Metro area, working on-site from our Englewood, Colorado office.
Warming Trends LLC is an equal opportunity employer. Warming Trends LLC does not discriminate based on race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
Pay: $21.00 - $23.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Application Question(s):
- Are you willing to undergo a background check, in accordance with local law and regulations? (Y/N)
- Are you available for our standard in-person shift: Monday – Friday, 8am-5pm? (Y/N)
- Is the starting compensation range, $21.00 - $23.50 hourly rate (with discretionary annual bonus) within your desired range? (Y/N)
- Are you seeking Full-Time employment (approximately 40 hours weekly? (Y/N)
Experience:
- Customer support: 1 year (Preferred)
- Customer service: 1 year (Preferred)
- Technical support: 1 year (Preferred)
- Sales support: 1 year (Preferred)
Ability to Commute:
- Englewood, CO 80110 (Required)
Work Location: In person
