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Client Support Specialist
2 months ago
Location
Hiller Chesapeake - Chesapeake, VA
About Us
The Hiller Companies, LLC is a premier provider of fire protection and safety solutions, committed to protecting lives and property globally. With a legacy spanning over a century, we pride ourselves on delivering the highest standards of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance, and repair of essential fire and life safety equipment. Our mission is to create a safer world through our dedicated team.
Role Summary:
The Client Support Specialist will play a vital role in ensuring customer satisfaction by delivering outstanding support, information, and assistance to our clients. This position entails managing inquiries, resolving issues, and fostering positive relationships with customers, thereby contributing to the overall success and growth of our organization.
Key Responsibilities:
- Act as the primary point of contact for customer inquiries, responding promptly and professionally through various communication channels.
- Conduct follow-up conversations with clients after service to gather feedback, ensure satisfaction, and address any additional needs.
- Discuss billing requirements with clients and ensure all inquiries are addressed for timely invoice processing.
- Work closely with technical teams to coordinate service appointments and communicate relevant details to customers.
- Serve as the operational liaison between Shared Branch Services and Collections teams.
- Manage customer communication upon invoice issuance to ensure accuracy, payment timing, and provide statements upon request.
- Collaborate with Shared Branch Services to resolve invoicing concerns and ensure timely payment of outstanding invoices.
- Maintain accurate and up-to-date customer records, including contact information and service history.
- Proactively address customer concerns, troubleshoot issues, and escalate complex cases to appropriate teams while ensuring a positive customer experience.
- Identify opportunities to offer additional services and products based on customer needs.
- Stay informed on industry trends and advancements in fire protection services to provide knowledgeable support to customers.
- Perform other duties as required.
What We Seek:
- High school diploma or equivalent; an Associate degree or relevant certification is advantageous.
- Previous experience in customer service, preferably in a technical or service-oriented field.
- Excellent verbal and written communication skills, with the ability to convey technical concepts clearly.
- Strong interpersonal skills to build rapport and maintain positive relationships with diverse clientele.
- Proficient in customer relationship management (CRM) software and other relevant tools.
- Detail-oriented with strong organizational and multitasking capabilities.
- Problem-solving mindset with the ability to remain composed under pressure.
- Basic knowledge of fire protection systems is a plus, but training will be provided.
- Ability to work collaboratively in a team environment while also being self-motivated.
- Commitment to upholding our company's values of safety, integrity, and excellence in customer service.
We are proud to operate according to our Core Values: Passion to Perform, Trust to Act, Act Responsibly, and Make It Fun.
Employee Benefits:
- Competitive compensation package with opportunities for pay advancement through industry certifications and continuing education.
- Comprehensive benefits package, including health, dental, and vision insurance, retirement plans, and paid time off.
- Company-provided training, tools, and equipment, including an annual boot allowance for employees required to wear safety boots.
- Career advancement potential within a growing organization.
