Customer Service Representative

The Hiller Companies, Inc. • Amesbury, MA

3h • $25 - $30

About The Position

The Hiller Companies, LLC has an immediate opening for a Customer Service Representative. This role is for a dedicated professional with a passion for fire protection and safety. The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property globally. Headquartered in Mobile, Alabama, Hiller has offices across the United States and over 100 years of industry experience. Their mission is to ensure the highest standards of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance, and repair of critical fire and life safety equipment. The team is focused on making the world a safer place. The Customer Service Representative (CSR) will be responsible for ensuring customer satisfaction by providing exceptional support, information, and assistance to clients. This position will involve handling inquiries, resolving issues, and maintaining positive relationships with customers, contributing to the company's success and growth.

Requirements

• High school diploma or equivalent; Associate degree or relevant certification is a plus
• Previous customer service experience, preferably in a technical or service-oriented industry.
• 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.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Detail-oriented with strong organizational and multitasking abilities.
• Problem-solving mindset with the ability to remain calm under pressure and find effective solutions.
• Basic knowledge of fire protection systems and services is a plus, but not required (training will be provided).
• Ability to work collaboratively in a team environment while also being self-motivated and capable of working independently.
• Flexible schedule to accommodate occasional evening or weekend shifts, especially during peak service periods.
• Commitment to upholding our company's values of safety, integrity, and excellence in customer service.

Nice To Haves

• Associate degree or relevant certification
• Basic knowledge of fire protection systems and services

Responsibilities

• Serve as point of contact for customer inquiries, responding promptly and professionally to inquiries via phone, email, and in-person visits.
• Schedule and perform follow up conversations with customers, post service, to solicit feedback ensure satisfaction, and address additional needs.
• Discuss post service billing requirements with clients and ensure all needs are addressed to ensure timely processing of invoices.
• Collaborate closely with technical teams to coordinate completed service appointments and communicate relevant details to customers.
• Act as Operational liaison between Shared Branch Services and Collections teams.
• Manage customer follow up/communication upon invoice issuance to ensure invoice accuracy, payment timing, potential acceptance of payments (credit card or check), provide statements upon customer request and maintain accurate and timely notation of on-going customer communication in E1 for continuity of customer care by Shared Branch Services and/or Collections teams.
• Communicate and collaborate with Shared Branch Services to address and resolve all invoicing concerns and/or corrections to ensure timely payment of open invoices.
• Maintain accurate and up-to-date customer records, including contact information, service history, and interactions. Document conversations for follow-up needs and additional inquiries.
• Proactively address customer concerns, troubleshoot issues, and escalate complex cases to appropriate teams while ensuring a positive customer experience.
• Identify opportunities to upsell or cross-sell additional services and products based on customer needs and preferences.
• Stay updated on industry trends, regulations, and advancements in fire protection services to provide informed and knowledgeable support to customers.
• Other duties as required.

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