Customer Service Representative

CertaSite

Kent (OH)

On-site

USD 20,664 - 27,552

Full time

14 days+

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Benefits offered by this job

Education & Certification reimbursement program

Referral bonuses starting at $1,000

Comprehensive medical plan options

401K plan with company match

Generous paid time off and parental leave

Job summary

A growing fire protection and life safety company in Kent, OH is seeking a Customer Service Representative. In this role, you will support clients, manage calls, onboard new customers, and ensure high customer satisfaction. The ideal candidate has some experience in customer service, is detail-oriented, and excels in communication. Join us for a meaningful career with opportunities for growth and a focus on people-driven service.

Qualifications

1 - 3 years of progressive, proven customer service experience.
3 - 5 years of customer service or administrative support experience preferred.

Responsibilities

Route inbound phone calls to appropriate parties.
Greet customers that come into the office and assist as needed.
Onboard new customers by coordinating W-9’s and Certificates of Insurance.

Skills

Customer Focus

Active Listening

Detail Focused

Relationship Building

Information Seeking

Education

High school diploma or equivalent

Tools

Excel

Job description

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Role Overview

We are looking for a Customer Service Representative, who will be responsible for supporting customers throughout their journey with CertaSite and delivering exceptional customer experience at our branch level. You will collaborate with managers, office staff, technicians, customers, and others to help ensure CertaSite represents best-in-class customer service. This is a fast-paced and demanding role with high visibility within the company.

Education & Certification reimbursement program
Referral bonuses starting at $1,000 per referral
Comprehensive medical plan options, including dental and vision
401K plan with company match
Generous paid time off, paid holidays, and paid parental leave
Management opportunities
Company giveaways
Opportunities for community service and charity involvement
Work at a mission-driven company, focused on people
Continued growth and expansion into new markets and products and services

What You Will Be Doing

Route inbound phone calls to appropriate parties
Greet customers that come into the office and assist as needed
Onboard new customers by coordinating W-9’s, Certificates of Insurance (COIs), billing, portal, and taxation setup, service agreements, compliance contact info, and welcome messages
Lead customer satisfaction campaigns and support?
Create tickets for service issues
Assist Technicians with daily logs or supplies
Manage compliance reporting to customers and fire marshals and ensure data integrity
Assist scheduling coordinators and other departments as necessary
Communicate directly with customers in key areas such as onboarding or service concerns
Review and provide quotes as needed
Other projects as assigned

Qualifications

High school diploma or equivalent
1 – 3 years of progressive, proven customer service experience

IDEAL QUALITIES

3 – 5 years of customer service or administrative support experience within the service industry preferred, but not required
Experience with Excel is ideal
Customer Focus – Develops uniquely strong customer loyalty; low-to-no customer attrition; key account executive contacts who will go to bat for him/her; generates repeat business more than peers; earns high customer satisfaction scores relative to peers
Relationship Building – Rapidly build effective relationships through professional interactions with others based on trust: trust that they will always work toward the best interest of those involved and that they are sufficiently competent to provide positive results
Active Listening – Enhance mutual understanding in communicating with others by expressing genuine interest in, and providing full attention to, the content and meaning of others’ messages
Information Seeking – Driven by an underlying curiosity and desire to know more about things, people, or issues. This involves going beyond routine questions and includes digging or pressing for exact information; resolving discrepancies by asking a series of questions; or conducting less-focused environmental scanning for opportunities or miscellaneous information that may be used in the future
Detail Focused – Passionate for details with a high sense of awareness of all the details that matter most; from data entry to critically reviewing new customer setup and detailed customer communications.

Who are we?

CertaSite is a fast-growing fire protection and life safety company. Fire and life safety is our passion. It’s all we think about. We leverage our hard-earned expertise to give people peace of mind, confidence, and more time to pursue their core businesses. Since 2018, we have grown from four to 18 markets while serving more than 30,000 customers throughout the Midwest.

As we grow and expand into new markets, we are building a team that loves what they do and has fun doing it. If you are looking to be challenged every day, for an opportunity to make a meaningful impact, and to grow with a mission- and people-driven company focused on the customer, we hope you will consider this amazing opportunity.

Our Mission: To provide a meaningful impact to as many lives as possible.

Our Vision: To be the most dependable and simplified life safety solution on the planet.

Our Values:

Passionate – We are on a relentless pursuit to be great, not just good enough. And we have fun doing it.
Impactful – Our work makes a real difference in the world. We literally save lives, but that’s just the beginning.
Innovative – We believe there is always a better way. We don’t stop until we find it.
Genuine – We do what we say, and we mean it. We are authentic and dependable.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS: Office Hours of M-F 7:30am-4:30pm (overtime may occur occasionally), controlled climate, office environment, customer & technician facing, heavy phone and computer work, required to sit for long periods of time, 8 or more hours per day, frequently required to use monitor, keyboard, mouse and phone

Equal Employment Opportunity/M/F/disability/protected veteran status

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Seniority level