Customer Service Representative

Summit Fire & Security; Toledo (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Summit Fire & Security is seeking a Customer Service Representative to provide administrative support and serve as the first point of contact for customers entering our Toledo facility. Duties include greeting visitors, directing inquiries, and coordinating with Billing, Accounting, and HR to ensure accurate information flows.

The role requires strong English communication, 2 years of customer service, and proficiency with 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 (local ZIP code knowledge helpful).
• Must read, write and communicate in English.
• Ability to operate a computer and advanced Microsoft Office experience required.

Responsibilities

• Greet and assist internal and external customers by phone, email, or in person; direct visitors and distribute faxes.
• Coordinate with Billing, Accounting, and front-end Administration to communicate COD and on-hold accounts.
• Assist Human Resources for onsite protocol, send payroll information, and prepare New Hire materials.
• Serve as local SME for organization systems and processes.
• Process Certificates of Insurance (COI) and additional insured requests per policy.
• Handle mail and package distribution; manage office supplies and ordering.
• Process customer payments and perform collections as assigned.
• Maintain scheduling: coordinate technicians, review open work orders, and update master schedule.
• Address scheduling conflicts and update account details as needed.
• Perform other duties as assigned.

Skills

Customer service

English communication

Scheduling

Front desk experience

Education

High School Diploma or GED

Tools

Microsoft Office

Excel

Word

Outlook

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.

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.
• Preform 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 update 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 SFS'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, Affirmative 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.