Customer Service Representative

The Hiller Companies, Inc. • Wilmington Manor, DE

2d • $24 - $28 • Onsite

About The Position

The Hiller Companies, LLC has an immediate opening for a Customer Service Representative. This role serves as the primary post-service contact for assigned customers, ensuring a positive experience after work is completed. The representative will confirm satisfaction, support timely invoice processing, verify customer and billing information, and document communication. This position coordinates with branch operations, Shared Branch Services, Collections, the Sales Team, and technical teams to resolve customer needs and maintain accurate customer records. The Hiller Companies is a global leader in fire protection and safety solutions with over 100 years of experience, dedicated to safeguarding lives and property.

Requirements

• High School Diploma/GED required.
• 2+ years’ experience in business-to-business customer service experience is required.
• Excellent communication and customer service skills, with the ability to interact professionally with clients and team members.
• Confident personality to properly negotiate with outside organization contacts, such as vendors and customers.
• Excellent oral and written communication skills.
• Proficient computer skills, including MS Office Programs and track record of learning and mastering new programs.
• Strong record-keeping, analytical skills, time management, and job prioritization skills.
• Remarkable organizational skills and attention to detail.
• Demonstrated understanding of workflow processes, service operation metrics and customer follow-up.

Nice To Haves

• Some college preferred.
• Prior service department experience is preferred, ideally in life and safety, and/or security and communications industry.
• Strong Excel skills preferred.
• Prior experience with ServiceTrade or similar programs.
• Working knowledge of JD Edwards E1 or other ERP system.

Responsibilities

• Serve as a professional point of contact for customer inquiries by phone, email, and in-person communication.
• Schedule and conduct post-service follow-up to confirm satisfaction, capture feedback, address concerns, and identify additional needs.
• Coordinate with technical teams, service coordinators, service managers, and branch contacts to confirm completed work and communicate relevant details to customers.
• Navigate ambiguity and manage cross-functional expectations by effectively coordinating between business units to ensure alignment on priorities, timelines, and customer outcomes.
• Discuss post-service billing needs, including invoice delivery, PO requirements, AP contacts, payment timing, statements, and supporting documentation.
• Manage customer follow-up after invoice issuance to support invoice accuracy, timely payment, and resolution of billing questions or corrections.
• Act as the operational liaison between customers, Shared Branch Services, Sales Team, Collections, and branch teams for open invoice and customer care needs.
• Maintain accurate customer records, including contact information, service history, invoice details, interactions, follow-up needs, and escalations.
• Document customer calls, voicemails, emails, and follow-up attempts in E1 using approved codes and note formats.
• Proactively troubleshoot customer concerns, escalate complex service or billing issues, and follow through until resolved or properly assigned.
• Review customer contact queues, prioritize outreach, and support branch-specific follow-up requirements.
• Stay informed on company processes, communication standards, industry trends, regulations, and fire protection services.
• Perform other duties as assigned.

Benefits

• Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
• 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
• Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
• Career advancement potential within a growing company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED