Customer Service Representative

3 weeks ago

Reno, United States Summit Fire & Security Full time
Job DescriptionJob DescriptionAre you interested in working for the nation’s leading fire protection company and beginning a rewarding and satisfying career that helps save the lives of thousands each year? Do you want to be a part of a growing and expanding team of industry experts? If so, exploring career opportunities with Summit Fire & Security may be right for you

Summit Fire & Security, a subsidiary of SFP Holding, Inc. (Summit Companies), is a full-service provider for fire detection, suppression, and security with a full suite of capabilities that includes design, installation, testing, inspections, and maintenance. We serve customer across many verticals on a local, regional, and national scale. We’re proud of our well-deserved reputation for quality work that’s completed by our talented and experienced installation workforce. Summit Fire & Security is a dynamic organization with endless growth opportunities spanning over 70 locations in more than 20 states.

Our company is consistently recognized for service excellence in the fire protection industry. Summit Fire & Security supports trade skills and workforce development by hosting Recognized Apprenticeships and on-the-job training (OJT) programs for new career-seekers. Many members of our leadership chair NFPA code compliance committees, serve on regional safety boards, and support technical education in local schools. Summit Fire & Security supports employees in their professional development by offering continued development, training, and education by encouraging NICET and other career-advancing certifications. We continually strive to be the Employer of Choice for highly motivated team members who want to succeed in a high-growth environment. We encourage initiative, independence, diversity, and personal career growth.

Demonstrating the combination of experience, knowledge, and customer service is the key to our performance and helps us achieve our goal of providing the highest quality fire protection services possible to protect lives and property.

JOB SUMMARY:

The purpose of the Customer Service Representative position is to provide administrative and general office support and organization to the branch. This is performed through various tasks including being the first point of contact when internal and external customers who enter our facility.

ESSENTIAL JOB DUTIES:

  • Provide customer service to all internal and external customers starting with proper greeting whether by phone, e-mail or in person - Welcome and greet all visitors, determine their needs, and direct them to the correct department(s) and/or person(s). Disperse all faxes.
  • Work with the Billing department, Accounting, and other front-end Administration to communicate COD accounts, on-hold accounts, and other pertinent information internally as well as to the field personnel.
  • Assist Human Resources for onsite protocol including sending payroll prior to deadline each pay cycle with correct information. Any errors must be communicated without delay, as assigned. Prepare in advance New Hire materials, as assigned. Return copies of Human Resources documentation following orientation (orientation is provided by Human Resources).
  • Correctly utilize assigned organization systems to include assisting team members with functionality, acting as the local SME.
  • Process Certificates of Insurance (COI) as requested by customers, process additionally insured requests per company policies and procedures.
  • Process all incoming and outgoing mail: prepare ground mail and UPS for pick up, receive, and appropriately distribute mail.
  • Track and order office supplies, sending order requests to Corporate for approval and processing, as appropriate.
  • Process customer payments, as appropriate.
  • Preform collection responsibilities, as assigned.
  • Maintain office cleanliness.

Scheduling Responsibilities (as assigned):

  • Process daily the open work order reports and coordinate technicians’ schedules; schedule technicians to maximize the full shift.
  • Manage master schedule including all technicians’ schedules and work order for immediate review by direct supervisor and leadership.
  • Leverage future scheduling with Accounts Receivable concerns concerning past due accounts.
  • Resolve any scheduling conflicts including verifying and/or update account details, as needed.
  • Other duties may be assigned.

QUALIFICATIONS

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

  • High School Diploma or GED, required

Experience, Knowledge, Skill Requirements:

  • 2 years customer service
  • 2 years of professional computer
  • 1 year front desk experience
  • 1 year scheduling experience, preferred: a general knowledge of local zip codes, and geographic breakdown of the area for appropriate scheduling (as relevant).

Communication Skills:

  • Must have the ability to effectively read, write and communicate in English with employees and customers.

Systems and Software Skills:

  • Ability to operate a computer and advanced Microsoft Office (Excel, Word, Outlook) experience required.

Other Qualifications:

  • Valid driver’s license with acceptable driving record required.
  • Excel
  • Microsoft Word
  • Salesforce (Preferred but not required)
  • Must be able to comply with SFS’s Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

  • While performing the duties of this job, the employee is required to sit for long periods. Employee will occasionally be required to bend, kneel, balance, lift

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