Customer Service Representative

Summit Fire Protection•Negaunee Township, MI

2h•$22 - $24

About The Position

The Customer Service Representative provides administrative and general office support to the branch and serves as a first point of contact for internal and external customers entering the facility. The role includes customer service, office coordination, support for billing and human resources processes, mail and supply management, payment processing, collections, and—when assigned—technician scheduling. The employee works in an indoor office setting, independently and with others. Summit Fire Protection offers training, career advancement, and professional development opportunities, including support for career-advancing certifications.

Requirements

High school diploma or GED.
Two years of customer service experience.
Two years of professional computer experience.
One year of front desk experience.
Ability to read, write, and communicate effectively in English with employees and customers.
Ability to operate a computer and advanced experience with Microsoft Office, including Excel, Word, and Outlook.
Valid driver's license with an acceptable driving record.
Ability to comply with SFP's Drug and Alcohol policy and background screening requirements, which may include customer-specific requirements based on contractual agreements.

Nice To Haves

One year of scheduling experience is preferred; general knowledge of local ZIP codes and the area's geographic breakdown for appropriate scheduling is also preferred.

Responsibilities

Provide customer service to internal and external customers by phone, email, and in person; greet visitors, determine their needs, direct them to the appropriate departments or personnel, and distribute faxes.
Coordinate with Billing, Accounting, front-end Administration, and field personnel about COD accounts, accounts on hold, and other relevant information.
Assist Human Resources with onsite protocols, submit accurate payroll information before each pay-cycle deadline, promptly communicate errors, prepare new-hire materials when assigned, and return Human Resources documentation after orientation.
Use assigned organization systems correctly, assist team members with functionality, and serve as the local subject-matter expert.
Process Certificates of Insurance and additionally insured requests according to company policies and procedures.
Process incoming and outgoing mail, prepare ground mail and UPS for pickup, and receive and distribute mail appropriately.
Track and order office supplies, submitting requests to Corporate for approval and processing as appropriate.
Process customer payments as appropriate and perform collection responsibilities when assigned.
Maintain office cleanliness.
When assigned, process daily open work order reports and coordinate technician schedules to maximize the full shift.
When assigned, maintain the master schedule of technician schedules and work orders for review by the direct supervisor and leadership.
When assigned, coordinate future scheduling with Accounts Receivable concerns regarding past-due accounts.
When assigned, resolve scheduling conflicts, verifying or updating account details as needed.
Perform other duties as assigned.

Benefits

Paid vacation and holidays
Medical insurance
Dental insurance
Vision insurance
401(k) plan with company match
Flexible spending accounts
Employer-paid long-term disability
Employer-paid short-term disability
Additional voluntary ancillary benefits, such as accident and hospital indemnity
Life insurance for team members and dependents
Employee assistance program
Employee referral program
Extensive training opportunities
Career advancement opportunities
Competitive pay
Bonus opportunities
Professional development, training, and education, including encouragement of NICET and other career-advancing certifications