Customer Service Representative

Job Summary

The Customer Service Representative (CSR) will be responsible for ensuring customer satisfaction by providing exceptional support, information, and assistance to our clients. This position will involve handling inquiries, resolving issues, and maintaining positive relationships with customers, all while contributing to the overall success and growth of our company.

Job Responsibilities

• Serve as point of contact for customer inquiries, responding promptly and professionally to inquiries via phone, email, and in-person visits.
• Schedule and perform follow up conversations with customers, post service, to solicit feedback ensure satisfaction, and address additional needs.
• Discuss post service billing requirements with clients and ensure all needs are addressed to ensure timely processing of invoices.
• Collaborate closely with our technical teams to coordinate completed service appointments and communicate relevant details to customers.
• Manage customer follow up/communication upon invoice issuance to ensure invoice accuracy, payment timing, potential acceptance of payments (credit card or check), provide statements upon customer request and maintain accurate and timely notation of on-going customer communication in E1 for continuity of customer care by Shared Branch Services and/or Collections teams.
• Communicate and collaborate with Shared Branch Services to address and resolve all invoicing concerns and/or corrections to ensure timely payment of open invoices.
• Maintain accurate and up-to-date customer records, including contact information, service history, and interactions. Document conversations for follow-up needs and additional inquiries.
• Proactively address customer concerns, troubleshoot issues, and escalate complex cases to appropriate teams while ensuring a positive customer experience.
• Identify opportunities to upsell or cross-sell additional services and products based on customer needs and preferences.
• Stay updated on industry trends, regulations, and advancements in fire protection services to provide informed and knowledgeable support to customers.

What We Are Looking For

• A high school diploma or equivalent; an associate degree or relevant certification is a plus.
• Previous customer service experience, preferably in a technical or service-oriented industry.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and understandable manner.
• Strong interpersonal skills and the ability to build rapport and maintain positive relationships with diverse customers.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Detail-oriented with strong organizational and multitasking abilities.
• Problem-solving mindset with the ability to remain calm under pressure and find effective solutions.
• Basic knowledge of fire protection systems and services is a plus, but not required (training will be provided).
• Ability to work collaboratively in a team environment while also being self-motivated and capable of working independently.
• Flexible schedule to accommodate occasional evening or weekend shifts, especially during peak service periods.
• Commitment to upholding our company's values of safety, integrity, and excellence in customer service.

Qualifications

• High school diploma or equivalent.
• Previous customer service experience, preferably in a technical or service-oriented industry.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and understandable manner.
• Strong interpersonal skills and the ability to build rapport and maintain positive relationships with diverse customers.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Detail-oriented with strong organizational and multitasking abilities.
• Problem-solving mindset with the ability to remain calm under pressure and find effective solutions.
• Basic knowledge of fire protection systems and services is a plus, but not required (training will be provided).
• Ability to work collaboratively in a team environment while also being self-motivated and capable of working independently.
• Flexible schedule to accommodate occasional evening or weekend shifts, especially during peak service periods.

Skills

• Excellent communication skills, both verbal and written.
• Strong interpersonal skills.
• Proficient in CRM software and other relevant tools.
• Problem-solving mindset.
• Ability to work collaboratively in a team environment.
• Ability to work independently.

Benefits

• Competitive compensation package, including pay advancement opportunities for individuals.