Customer Service Representative

Job Responsibilities

• Serve as point of contact for customer inquiries, responding promptly and professionally to inquiries via phone, email, and in-person visits.
• Schedule and perform follow up conversations with customers, post service, to solicit feedback ensure satisfaction, and address additional needs.
• Discuss post service billing requirements with clients and ensure all needs are addressed to ensure timely processing of invoices.
• Collaborate closely with our technical teams to coordinate completed service appointments and communicate relevant details to customers.
• Manage customer follow up/communication upon invoice issuance to ensure invoice accuracy, payment timing, potential acceptance of payments (credit card or check), provide statements upon customer request and maintain accurate and timely notation of on-going customer communication in E1 for continuity of customer care by Shared Branch Services and/or Collections teams.
• Communicate and collaborate with Shared Branch Services to address and resolve all invoicing concerns and/or corrections to ensure timely payment of open invoices.
• Maintain accurate and up-to-date customer records, including contact information, service history, and interactions.
• Document conversations for follow-up needs and additional inquiries.
• Proactively address customer concerns, troubleshoot issues, and escalate complex cases to appropriate teams while ensuring a positive customer experience.
• Identify opportunities to upsell or cross-sell additional services and products based on customer needs and preferences.
• Stay updated on industry trends, regulations, and advancements in fire protection services to provide informed and knowledgeable support to customers.

Qualifications

• A high school diploma or equivalent is required.
• Experience in customer service or a related field is preferred.
• Strong communication and interpersonal skills are essential.
• Ability to work independently and manage multiple tasks simultaneously.
• Basic computer skills, including proficiency in Microsoft Office applications.
• Knowledge of fire protection and safety systems is beneficial but not required.