Customer Service Representative

About the role

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

Responsibilities

• Provide customer service to internal and external customers via phone, email, or in person, including proper greeting and directing visitors to the correct departments or personnel.
• Distribute faxes and process incoming and outgoing mail, including preparing ground mail and UPS shipments for pickup and appropriately distributing received mail.
• Work with Billing, Accounting, and front-end Administration to communicate COD accounts, on-hold accounts, and other pertinent information internally and to field personnel.
• Assist Human Resources with onsite protocol, including sending payroll prior to each pay cycle with accurate information and communicating errors without delay.
• Prepare New Hire materials as assigned and return copies of HR documentation following orientation.
• Process Certificates of Insurance (COI) and additional insured requests per company policies and procedures.
• Track and order office supplies, submitting order requests to Corporate for approval and processing as appropriate.
• Process customer payments and perform collection responsibilities as assigned.
• Maintain office cleanliness.
• Process daily open work order reports and coordinate technicians’ schedules to maximize full shifts.
• Manage the master schedule, including all technicians’ schedules and work orders, for immediate review by direct supervisor and leadership.
• Leverage future scheduling with Accounts Receivable concerns regarding past due accounts.
• Resolve scheduling conflicts by verifying and/or updating account details as needed.

Requirements

• High School Diploma or GED required.
• 2 years of customer service experience.
• 2 years of professional computer experience.
• 1 year of front desk experience.
• 1 year of scheduling experience preferred, with general knowledge of local zip codes and geographic breakdown of the area for appropriate scheduling.
• Ability to effectively read, write, and communicate in English with employees and customers.
• Ability to operate a computer and advanced Microsoft Office (Excel, Word, Outlook) experience required.
• Valid driver’s license with an acceptable driving record required.
• Must comply with SFP’s Drug and Alcohol policy and pass a background screening, which may include customer-specific requirements based on contractual agreement.

Physical & Work Environment Requirements

• Employee is required to sit for long periods and occasionally bend, kneel, balance, lift items under 30 lbs, walk, stand, ascend/descend stairs, drive, twist, and reach above and below shoulders.
• Work environment is consistently indoors in an office setting, working alone and with others, with mild to moderate temperatures.

Benefits

• Paid Vacation and Holidays
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Plan with Company Match
• Flexible Spending Accounts
• Long-Term Disability – Employer Paid
• Short-Term Disability – Employer Paid
• Additional Voluntary Ancillary Benefits such as Accident and Hospital Indemnity Life Insurance for Team Members and Dependents
• Employee Assistance Program
• Employee Referral Program