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 onsite protocol, including sending accurate payroll prior to deadlines and preparing New Hire materials.
• Process Certificates of Insurance (COI) and additional insured requests according to company policies.
• Manage all incoming and outgoing mail, including preparing ground mail and UPS shipments, and track/order office supplies.
• Process customer payments and perform collection responsibilities as assigned.
• Maintain office cleanliness.
• Coordinate and manage technicians’ schedules by processing daily open work order reports, resolving conflicts, and leveraging scheduling with Accounts Receivable for past-due accounts.
• Act as the local subject matter expert (SME) for assigned organization systems and assist team members with functionality.

Other duties may be 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 area for scheduling (preferred).
• Ability to effectively read, write, and communicate in English.
• Advanced Microsoft Office (Excel, Word, Outlook) experience.
• Valid driver’s license with an acceptable driving record.
• Must comply with drug and alcohol policy and background screening requirements, including customer-specific requirements based on contractual agreements.

Physical & Work Environment

• Ability to sit for long periods and occasionally bend, kneel, balance, lift up to 30 lbs, walk, stand, ascend/descend stairs, drive, twist, and reach above/below shoulders.
• Consistent indoor office work in mild to moderate temperatures, both alone and with others.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job duties.

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 like NICET. We offer reimbursement for career development programs and potential bonuses for specific 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