Customer Service Representative (Alarm Monitoring)

Summit Companies•Portland, OR

3d•Onsite

About The Position

This role offers an exciting opportunity to support account monitoring and provide remote programming assistance for fire alarm and access control customers throughout the Pacific Northwest. We’re looking for someone with a foundational understanding of fire alarm and access control systems who’s eager to learn, collaborate, and make a meaningful impact for our customers. 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.

Requirements

High School Diploma or GED, required
2 years customer service
2 years of professional computer
1 year front desk experience
Must have the ability to effectively read, write and communicate in English with employees and customers.
Ability to operate a computer and advanced Microsoft Office (Excel, Word, Outlook) experience required.
Valid driver’s license with acceptable driving record 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.

Nice To Haves

1 year scheduling experience
a general knowledge of local zip codes, and geographic breakdown of the area for appropriate scheduling (as relevant).

Responsibilities

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.
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.