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Customer Service Representative

2 months ago

Chesapeake, Virginia, United States The Hiller Companies Full time
Job Summary:

The Hiller Companies is seeking a highly skilled Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for ensuring customer satisfaction by providing exceptional support, information, and assistance to our clients.

Key Responsibilities:
  • Customer Support: Serve as the primary point of contact for customer inquiries, responding promptly and professionally to inquiries via various channels.
  • Issue Resolution: Resolve customer issues in a timely and effective manner, ensuring customer satisfaction and loyalty.
  • Relationship Building: Build and maintain positive relationships with customers, understanding their needs and preferences to provide tailored support.
  • Communication: Collaborate closely with internal teams to coordinate completed service appointments and communicate relevant details to customers.
  • Operational Liaison: Act as a liaison between Shared Branch Services and Collections teams to ensure seamless communication and issue resolution.
  • Customer Follow-up: Manage customer follow-up/communication upon invoice issuance to ensure invoice accuracy, payment timing, and potential acceptance of payments.
  • Documentation: Maintain accurate and up-to-date customer records, including contact information, service history, and interactions.
  • Problem-Solving: Proactively address customer concerns, troubleshoot issues, and escalate complex cases to appropriate teams while ensuring a positive customer experience.
  • Upselling/Cross-Selling: Identify opportunities to upsell or cross-sell additional services and products based on customer needs and preferences.
  • Industry Knowledge: Stay updated on industry trends, regulations, and advancements in fire protection services to provide informed and knowledgeable support to customers.
Requirements:
  • Education: High school diploma or equivalent; Associate degree or relevant certification is a plus.
  • Experience: Previous customer service experience, preferably in a technical or service-oriented industry.
  • Skills: Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and understandable manner. Strong interpersonal skills and the ability to build rapport and maintain positive relationships with diverse customers.
  • Technical Skills: Proficient in using customer relationship management (CRM) software and other relevant tools.
  • Personal Qualities: Detail-oriented with strong organizational and multitasking abilities. Problem-solving mindset with the ability to remain calm under pressure and find effective solutions.
  • Industry Knowledge: Basic knowledge of fire protection systems and services is a plus, but not required (training will be provided).
What We Offer:
  • Competitive Compensation: Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education.
  • Comprehensive Benefits: Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off.
  • Professional Development: Company-provided training, tools, and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs.
  • Career Advancement: Career advancement potential within a growing company.