Customer Service Representative

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property worldwide. With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance, and repair of critical fire and life safety equipment.

About the role

The Customer Service Representative is the primary post-service contact for assigned customers, helping ensure a positive experience after work is completed. This role confirms satisfaction, supports timely invoice processing, verifies customer and billing information, documents communication, and coordinates with branch operations, Shared Branch Services, Collections, Sales Team, and technical teams to resolve customer needs and maintain accurate customer records.

Work Location: This position can be on-site or remote, ideally in the Central time zone.

Responsibilities

• Serve as a professional point of contact for customer inquiries by phone, email, and in-person communication.
• Schedule and conduct post-service follow-up to confirm satisfaction, capture feedback, address concerns, and identify additional needs.
• Coordinate with technical teams, service coordinators, service managers, and branch contacts to confirm completed work and communicate relevant details to customers.
• Navigate ambiguity and manage cross-functional expectations by effectively coordinating between business units to ensure alignment on priorities, timelines, and customer outcomes.
• Discuss post-service billing needs, including invoice delivery, PO requirements, AP contacts, payment timing, statements, and supporting documentation.
• Manage customer follow-up after invoice issuance to support invoice accuracy, timely payment, and resolution of billing questions or corrections.
• Act as the operational liaison between customers, Shared Branch Services, Sales Team, Collections, and branch teams for open invoice and customer care needs.
• Maintain accurate customer records, including contact information, service history, invoice details, interactions, follow-up needs, and escalations.
• Document customer calls, voicemails, emails, and follow-up attempts in E1 using approved codes and note formats.
• Proactively troubleshoot customer concerns, escalate complex service or billing issues, and follow through until resolved or properly assigned.
• Review customer contact queues, prioritize outreach, and support branch-specific follow-up requirements.
• Stay informed on company processes, communication standards, industry trends, regulations, and fire protection services.
• Perform other duties as assigned.

Pay

Pay Range: $21.00/hour - $23.00/hour. The posted salary range reflects the anticipated hiring range for this position at the time of posting. Actual starting pay will be determined based on job-related factors, including the candidate's qualifications, experience, skills, education, internal equity, geographic location (where applicable), and market considerations. This range reflects base salary only and does not include bonuses, commissions, overtime, or employee benefits.

Benefits

Eligible employees may participate in the Company's benefit programs, subject to the terms and eligibility requirements of each plan.