Customer Service Representative

About the Role

The Customer Service Representative provides administrative and general office support to the branch, serving as the first point of contact for internal and external customers.

Responsibilities

• Provide customer service via phone, email, and in-person interactions, including greeting visitors, determining their needs, and directing them appropriately.
• Disperse faxes and communicate pertinent information (e.g., COD accounts, on-hold accounts) to billing, accounting, and field personnel.
• Assist Human Resources with payroll processing, new hire materials, and documentation following orientation.
• Utilize organization systems, act as a local subject-matter expert, and assist team members with system functionality.
• Process Certificates of Insurance (COI) and additional insured requests per company policies.
• Manage incoming and outgoing mail, including preparation and distribution.
• Track and order office supplies, submitting requests to Corporate for approval.
• Process customer payments and perform collection duties as assigned.
• Maintain office cleanliness.
• Coordinate and manage technicians’ schedules, including daily work order reports, resolving conflicts, and leveraging scheduling with Accounts Receivable concerns.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED.
• 2 years of customer service experience.
• 2 years of professional computer experience.
• 1 year of front desk experience.
• 1 year of scheduling experience (preferred).
• General knowledge of local zip codes and geographic area for scheduling (preferred).
• Valid driver’s license with acceptable driving record.
• Ability to comply with drug and alcohol policy and background screening requirements, including customer-specific contractual agreements.

Skills

• Strong communication skills in English (reading, writing, and verbal).
• Proficiency in Microsoft Office (Excel, Word, Outlook).

Physical & Work Environment

• Ability to sit for long periods, with occasional bending, kneeling, lifting (up to 30 lbs), walking, standing, ascending/descending stairs, driving, twisting, and reaching.
• Consistent indoor office work, alone or with others, in mild to moderate temperatures.

About Us

Summit Fire Protection, a subsidiary of SFP Holding, Inc., is a full-service provider of fire detection, suppression, and security services, including design, installation, testing, inspections, and maintenance. We serve customers across multiple verticals on local, regional, and national scales and are recognized for service excellence in the fire protection industry.

With over 25 locations in more than 8 states, Summit Fire Protection offers dynamic growth opportunities, professional development, and support for industry certifications like NICET. Our leadership actively participates in NFPA code compliance committees, regional safety boards, and technical education initiatives.

We value initiative, independence, diversity, and personal career growth, striving to be the Employer of Choice for motivated team members in a high-growth environment.

Benefits

• Paid vacation and holidays.
• Medical, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible Spending Accounts.
• Employer-paid long-term and short-term disability.
• Voluntary ancillary benefits (e.g., accident, hospital indemnity, life insurance for team members and dependents).
• Employee Assistance Program.
• Employee Referral Program.
• Competitive pay and bonus opportunities.
• Extensive training and career advancement opportunities.

Core Values

• Passionate about life safety.
• Integrity (Do the right thing).
• Partnership with customers and community.
• Excellence in operations (Do things right).