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 to the appropriate department or person.
• 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 all incoming and outgoing mail, including preparation for ground mail and UPS pickups, and distribution.
• Track and order office supplies, sending requests to Corporate for approval.
• Process customer payments and perform collection responsibilities as assigned.
• Maintain office cleanliness.
• Coordinate and manage technicians’ schedules, including daily work order reports, resolving conflicts, and updating account details.
• Leverage scheduling with Accounts Receivable to address past-due accounts.
• 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.
• Ability to comply with drug and alcohol policies and background screening requirements, including customer-specific contractual agreements.

Physical & Work Environment

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

About Us

Summit Fire & Security, a subsidiary of SFP Holding, Inc., is a full-service provider of fire detection, suppression, and security solutions. We serve customers across various industries on local, regional, and national scales, with over 70 locations in more than 20 states. Our company is recognized for service excellence and supports workforce development through apprenticeships, on-the-job training, and professional certifications (e.g., NICET). We offer reimbursement for career development programs and potential bonuses for certifications. Summit Fire & Security values initiative, independence, diversity, and personal growth 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.