Customer Service Representative

Summit Fire Protection; Negaunee Township (MI); On-site; USD 21,000 - 30,000; Full time

Job summary

Summit Fire Protection is seeking a Customer Service Representative to support the Escanaba branch, with initial training in Negaunee. The role involves greeting customers, coordinating with billing and HR, and maintaining office systems.

Expect handling COI requests, mail, payments, and scheduling technicians to maximize shift coverage. Essential duties include front-desk tasks, strong English communication, and proficiency in Microsoft Office.

Qualifications

• High School Diploma or GED required.
• 2 years customer service experience.
• 2 years professional computer experience.
• 1 year front desk experience.
• 1 year scheduling experience preferred, with knowledge of local ZIP codes.
• Must read, write and communicate in English.
• Valid driver’s license with acceptable driving record.
• Proficient in Microsoft Office.

Responsibilities

• Greet and assist visitors and callers, directing them to the correct department or person.
• Coordinate with Billing, Accounting and front-end Administration to share COD and on-hold account information.
• Assist HR with onboarding materials and ensure proper documentation is returned.
• Utilize organization systems and act as the local SME for the team.
• Process COI requests and additional insured paperwork per policy.
• Handle incoming/outgoing mail and ship/receive as needed.
• Track and order office supplies and route for approval.
• Process customer payments and assist with collections.
• Maintain office cleanliness and order.
• Schedule technicians and manage the master schedule, resolving conflicts and optimizing shift coverage.

Skills

Customer service

Scheduling

Communication

English proficiency

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

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.

NOTE: This CSR will be working in the Escanaba office. This position is through the Marquette office located in Negaunee, and the new hire will be training in the Negaunee location for the first week or two, and then afterward will only work in the Escanaba office.

ESSENTIAL JOB DUTIES:

• 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.
• Perform collection responsibilities, as assigned.
• Maintain office cleanliness.
• Scheduling Responsibilities (as assigned):
  • 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 updating account details, as needed.
• Other duties may be assigned.

QUALIFICATIONS:

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

• High School Diploma or GED, required

Experience, Knowledge, Skill Requirements:

• 2 years customer service
• 2 years of professional computer
• 1 year front desk experience
• 1 year scheduling experience, preferred: a general knowledge of local zip codes, and geographic breakdown of the area for appropriate scheduling (as relevant).

Communication Skills:

• Must have the ability to effectively read, write and communicate in English with employees and customers.

Systems and Software Skills:

• Ability to operate a computer and advanced Microsoft Office (Excel, Word, Outlook) experience required.

Other Qualifications:

• Valid driver's license with acceptable driving record required.
• Must be able to comply with SFP's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS:

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

While performing the duties of this job, the employee is required to sit for long periods. Employee will occasionally be required to bend, kneel, balance, lift <30lb, walk, stand, ascend/descend stairs, drive, twist, and reach above and below shoulders.

Work Environment:

Employee will consistently be required to work indoors in an office setting, work alone and with others. Office setting are mild to moderate temperatures.

We are fully committed to equal opportunities for employment to all individuals regardless of race, national origin, gender, religion, sexual orientation, disability, familial status, and any other classification protected under the law. We are an Equal Opportunity, Affimative Action employer.
While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

#LI-JC2