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, assist team members with functionality, and act as the local subject-matter expert.
• Process Certificates of Insurance (COI) and additional insured requests per company policies.
• Manage incoming and outgoing mail, including preparation for UPS/ground mail pickup 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:
  • Processing daily open work order reports.
  • Maintaining the master schedule for review by leadership.
  • Leveraging scheduling with Accounts Receivable for past-due accounts.
  • Resolving scheduling conflicts and updating account details as needed.
• Perform other duties as assigned.

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).
• General knowledge of local zip codes and geographic areas for scheduling (preferred).
• Ability to read, write, and communicate effectively in English.
• Advanced Microsoft Office (Excel, Word, Outlook) skills.
• Valid driver’s license with an acceptable driving record.
• Compliance with SFP’s Drug and Alcohol policy and background screening requirements, including customer-specific requirements.

Physical & Work Environment

• Ability to sit for long periods, with occasional bending, kneeling, lifting (under 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.

We support workforce development, with leadership involvement in NFPA code compliance committees, regional safety boards, and technical education. We encourage professional growth through continued training, education, and certifications like NICET. Our core values—Passion, Integrity, Partnership, and Operational Excellence (PIPE)—drive our commitment to quality and customer service.

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.