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 to all internal and external customers via phone, email, or in person by 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 the Billing department, Accounting, and field personnel.
• Assist Human Resources with payroll processing, ensuring accuracy and timely submission; prepare new hire materials and return HR documentation post-orientation.
• Utilize assigned organization systems, acting as the local subject-matter expert (SME) for team members.
• Process Certificates of Insurance (COI) and additional insured requests according to company policies.
• Manage all incoming and outgoing mail, including ground mail and UPS; track and order office supplies.
• Process customer payments and perform collection responsibilities as assigned.
• Maintain office cleanliness.
• Coordinate and manage technicians’ schedules:
  • Process daily open work order reports and maximize shift coverage.
  • Maintain the master schedule for immediate review by supervisors.
  • Leverage scheduling with Accounts Receivable to address past-due accounts.
  • Resolve scheduling conflicts and update account details as needed.
• 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 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 the company’s Drug and Alcohol policy and background screening requirements, including customer-specific contractual requirements.

Physical & Work Environment

• Ability to sit for long periods; 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 multiple verticals 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.

Our core values are represented by the acronym PIPE:

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

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.