Starfire Direct, a subsidiary of Outova, is seeking a dependable and motivated Hearth and Patio Customer Success Associate to join our team. In this entry level role, you’ll serve as a key point of contact for customers, providing exceptional support across phone, email, chat, and text. This position is ideal for someone who is customer-focused, eager to learn, and excited about contributing to a dynamic, fast-paced environment within the hearth and patio industry.

Outova is the ultimate destination for transforming outdoor spaces. As a collective of eight industry-leading companies, we offer 70,000+ products from 400+ premium brands, including furniture, turf, fire pits, outdoor kitchens, grills, and heaters. Our mission is to provide cutting-edge, high-quality solutions that redefine outdoor living.

Headquartered in Fort Worth, Texas, with operations in California and New York, we serve customers nationwide, helping them bring their dream outdoor spaces to life. From humble beginnings, we've grown into a premier distributor of hearth and outdoor living products, setting the industry standard for quality, innovation, and design. To learn more about us and the products we offer, visit www.outova.com.Description

Join Outova – Shaping the Future of Outdoor Living

One of our key businesses, Starfire Direct, is seeking a talented Hearth and Patio Customer Success Associate to join our team in Temecula, California.

Position Overview

The Hearth and Patio Customer Success Associate is an entry-level role that combines customer service, sales development, and operations support. You will be on the front lines helping customers via phone, email, chat, and text—guiding them to the right products, answering technical questions, and ensuring their experience with Starfire Direct is seamless and memorable. This position is ideal for someone who enjoys learning, thrives on communication, and is eager to grow into a specialized role within the hearth and patio industry

Key Responsibilities

Manage inbound and outbound calls, live chats, emails, and text messages with professionalism and empathy.
Act as a trusted resource for customers researching gas appliances, outdoor fire features, and patio heating products.
Guide customers in selecting products that align with their needs, budget, and long-term satisfaction.
Collaborate with the operations team on order entry, logistics coordination, and post-sale follow-up.
Provide sales support through product recommendations, quote preparation, and warranty assistance.
Foster strong customer relationships to drive repeat business and loyalty.
Engage in continuous training and mentorship to enhance product expertise and sales proficiency.

Qualifications

Excellent written and verbal communication skills.
Strong organizational abilities and exceptional attention to detail.
Proficiency with technology, CRM platforms, and online chat tools.
Self-motivated learner with a genuine passion for helping others.
Interest in home improvement, outdoor living, or design preferred.
Collaborative, team-oriented mindset with a desire to grow alongside the company.
NFI Certified Hearth Design Specialist and NFI Certified Gas Specialist certifications are a plus.

Key Competencies

Strong communication skills
Computer literacy, including proficiency in Microsoft Office Suite
Excellent customer service skills
Ability to multitask and prioritize tasks effectively
Strong organizational skills

Physical Activities

Daily activity includes but is not limited to

Lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting.
Prolonged periods sitting at a desk and working on a computer.
Reading, communication, math.
Be able to occasionally lift/move up to 25lbs.
Frequent use of standard office equipment such as computers, headsets, phones
Ability to speak clearly and actively listen during extended phone and video calls.
Reliable internet and workspace for remote and field-based work.

Compensation and Benefits

Hourly: Competitive hourly pay (non-exempt) commensurate with experience.
Incentives: Performance-based bonus structure
Benefits: Comprehensive benefits package, including health insurance, retirement savings plans, and paid time off.
Work Environment: Hybrid (combination of remote & onsite)

Outova and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. The company strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

Pay: $27.00 - $29.00 per hour

Expected hours: 40 per week

Benefits

401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance

Work Location: Hybrid remote in Temecula, CA 92590

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Hearth and Patio Customer Success Associate