Customer Service Representative

In 1984, Mountain F. Enterprises, Inc. (MFE) was established in Lotus, California with a goal to provide customers with top-quality Firewood and tree care. As a small residential firewood and tree service, it was not long before Mountain Firewood (original name) realized it was time to expand. Years later, the business blossomed into a full spectrum Vegetation Management business that specialized in providing services to a variety of customers including federal, state, and local agencies, municipalities, utility companies, timber companies, small landowners, and fire-safe councils.

MFE is currently seeking Customer Service Representative

Job Summary
We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. This role is vital in providing exceptional service to our customers, addressing inquiries, and resolving issues efficiently. The ideal candidate will possess strong communication skills, a customer-focused attitude, and the ability to handle various Customer Request with a solution based approach.

Responsibilities:

• Place outbound calls to customers, providing introductory information regarding upcoming work on their property
• Follow a structured call script
• Meet daily and weekly outbound call metrics, ensuring consistent progress toward communication and engagement targets
• Manage inbound calls, promptly identifying customer needs and ensuring efficient resolution
• Handle customer inquiries with professionalism and efficiency, maintaining a high standard of service
• Utilize excellent phone etiquette to engage with customers and build rapport
• Proactively initiate contact and maintain positive customer relationships
• Communicate clearly and effectively to ensure customer satisfaction and understanding
• Collaborate with internal teams to ensure timely resolution of inquiries and service issues
• Escalate complex inquiries or concerns to appropriate team members when necessary
• De-escalate complaints and manage resolutions to uphold the highest level of customer service
• Manage the Customer Inquiry and Complaint queue, collaborating with leadership to ensure timely and effective resolutions
• Follow all company policies and procedures when addressing customer needs and requests
• Perform accurate data entry to update and maintain customer information and service records
• Prepare and distribute weekly customer complaint reports to each district for tracking and improvement

Qualifications:

• High school diploma or equivalent; associate or bachelor's degree preferred
• 1–2 years of experience in customer service, call center, or outbound calling environment
• Strong verbal communication and phone etiquette skills
• Proven ability to meet or exceed outbound call volume targets
• Valid Driver's License required
• Comfortable following a structured script while maintaining natural and professional communication
• Ability to remain courteous and composed during challenging conversations
• Experience with Customer Service software and accurate data entry
• Strong attention to detail and problem-solving skills
• Ability to manage multiple tasks in a fast-paced environment
• Professional, positive, and customer-focused mindset
• Familiarity with complaint resolution and escalation processes is preferred
• Participate in team meetings to collaborate on improvements for processes ensuring efficiency

Join us in delivering exceptional service that makes a difference for our customers

Our DEI Promise:

Our commitment to Diversity, Equity, and Inclusion (DEI) is key to the success of our business. We respect the differences among us, and we leverage those differences to create an environment where all employees feel welcome and fairly treated. We seek the best solutions possible by attracting and engaging a diverse workforce where all perspectives are sought and valued.

If you are ready to take on this exciting opportunity as a Customer Service Representative with us, apply now through our website at Join our team today

MFE is an equal employment opportunity employer committed to providing equal opportunity for both applicants and employees. MFE prohibits unlawful discrimination or harassment of employees and applicants on the basis of race, creed, color, national origin, sex, age (40+), religion, disability, marital status, sexual orientation, genetic information, citizenship status, veteran status, or any other legally protected characteristic, all employment decisions, including but not limited to recruitment, hiring, compensation, training, apprenticeship, promotion, demotion,