Customer Service Representative

hillerexternal; New Jersey; On-site; USD 68,770,000 - 80,231,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Retirement plans

Company paid life insurance

Short-term disability

Long-term disability

Paid time off

Boot allowance

Training & tools provided

Job summary

The Hiller Companies, LLC is seeking a Customer Service Representative to be the primary post-service contact for dedicated customers, ensuring a positive experience after work is completed.

You will manage invoicing, verify billing information, document communications, and coordinate with service teams to resolve customer needs while maintaining accurate records.

Qualifications

• High School Diploma/GED required; some college preferred.
• 2+ years’ experience in business-to-business customer service experience is required.
• Prior service department experience in life and safety/security industries is a plus.
• Excellent communication and customer service skills with professional client interaction.
• MS Office proficiency; strong Excel skills.
• Experience with ServiceTrade or similar programs and JD Edwards E1 or ERP systems.

Responsibilities

• Serve as a professional point of contact for customer inquiries via phone, email, and in-person.
• Schedule and conduct post-service follow-ups to confirm satisfaction and capture feedback.
• Coordinate with technical teams, service coordinators, and branch contacts to confirm completed work and relay details to customers.
• Effectively coordinate between business units to ensure alignment on priorities and timelines.
• Discuss post-service billing needs, including invoice delivery, PO requirements, and payment timing.
• Follow up after invoice issuance to support accuracy, payment timeliness, and issue resolution.
• Act as liaison between customers, Shared Branch Services, Sales, and Collections for open invoices and care needs.
• Maintain accurate customer records including contact, service history, and invoicing details.

Skills

Customer service

Communication

MS Office

Excel

Organization

Education

High School Diploma/GED

Some college

Tools

ServiceTrade

JD Edwards E1

Job description

The Hiller Companies, LLC has an immediate opening for Customer Service Representative. If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world. Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets with offices across the United States. With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance and repair of critical fire and life safety equipment. Our team remains laser-focused on one goal - making the world a safer place.

Job Summary

The Customer Service Representative is the primary post-service contact for assigned customers, helping ensure a positive experience after work is completed. This role confirms satisfaction, supports timely invoice processing, verifies customer and billing information, documents communication. Coordinates with branch operations, Shared Branch Services, Collections, Sales Team, and technical teams to resolve customer needs and maintain accurate customer records.

Pay Range

$24.00/hour - $28.00/hour.

The posted salary range reflects the anticipated hiring range for this position at the time of posting and is provided in accordance with applicable pay transparency laws. Actual starting pay will be determined based on job-related factors, including the candidate's qualifications, experience, skills, education, internal equity, geographic location (where applicable), and market considerations. Not all candidates will be hired at the top of the posted range. The posted range reflects base salary only and does not include any applicable bonuses, commissions, overtime, or the value of employee benefits. Eligible employees may participate in the Company's benefit programs, subject to the terms and eligibility requirements of each plan.

Key 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, elevate 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.

What we are looking for

• High School Diploma/GED required. Some college preferred.
• 2+ years’ experience in business-to-business customer service experience is required.
• Prior service department experience is preferred, ideally in life and safety, and/or security and communications industry.
• 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 Excel skills preferred.
• 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.
• Prior experience with ServiceTrade or similar programs.
• Working knowledge of JD Edwards E1 or other ERP system.

Physical Requirements

• Ability to lift and carry up to 50 pounds.
• Comfortable working in various environments, including industrial facilities, commercial buildings, and outdoor settings.
• Capable of standing, walking, bending, and kneeling for extended periods.
• Will be working in an office type setting in open space or cubicles.

We are proud to operate according to our Core Values: Put People First, Empower the Branches, Earn Customer Trust, Embrace the Challenge and Act with Integrity.

Most employee benefits start from the first day of employment, including

• 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.

Join us in our mission to provide comprehensive fire protection solutions and peace of mind to our customers and together let's make the world a safer place.