CSR 1 - Customer Service Representative

Fire Life Safety is what we do!! We are seeking highly skilled and a self-motivated person to join our team. You will play a key role by performing various administrative and clerical tasks. You should be comfortable undertaking a variety of activities in the office, including filing, answering the phone, organizing documents, basic bookkeeping, and more. Reliability and a strong work ethic combined with great communication skills are a must, as well as familiarity with all necessary office equipment, software, and procedures.

Key duties include answering calls, sending appointment reminders, updating scheduling software, and ensuring efficient operations through excellent communication and customer service. Strong organizational skills, attention to detail, computer proficiency, and the ability to multitask are essential for success in this role.

ServiceTitan knowledge is a plus!

Key Responsibilities

• Appointment Management: Schedule, confirm, and manage appointments, meetings, and events for clients and staff.
• Customer Interaction: Serve as a primary contact, answering calls and emails, providing information, and addressing client inquiries.
• Communication: Inform clients and staff about appointments, changes, and cancellations in a timely and professional manner.
• Record Keeping: Maintain accurate and up-to-date records in scheduling software and databases.
• Conflict Resolution: Handle scheduling conflicts, resolving issues, and find optimal solutions for all parties involved.
• System Updates: Keep calendars and scheduling systems accurate, updated, and organized.
• Administrative Support: Perform related administrative tasks, such as gathering client information and preparing documents.
• Collaboration: Work with other departments to ensure a cohesive customer experience.
• Feedback Collection: Gather customer feedback and respond to reviews to help improve services.

Required Skills

• Customer Service: Excellent skills to provide support, address concerns, and ensure a positive customer experience.
• Communication: Strong verbal and written communication skills for effective interaction with clients and colleagues.
• Organization: Exceptional organizational abilities to manage multiple schedules and tasks efficiently.
• Computer Proficiency: Ability to operate scheduling software, databases, and standard office applications. All Microsoft applications experience is a must.
• Attention to Detail: Keen eye for detail to ensure accuracy in schedules and records.
• Product Knowledge: Maintaining expert knowledge of the company's offerings is key to providing accurate information.
• Problem-Solving: Ability to identify and resolve scheduling conflicts and other issues independently.
• Patience & Empathy: Understanding and patience are crucial when dealing with frustrated or confused customers
• Multitasking: Capacity to handle numerous tasks and requests simultaneously in a fast-paced environment.
• High school diploma or GED
• Three years of customer service experience

Work Conditions:

• Use standard office equipment, including computer, phone, copier/scanner, etc
• Ability to work at a computer for long periods of time with various office lights.
• Ability to stand, walk, kneel, stoop, crouch, carry, and/or move up to 20lbs
• Ability to work in a noisy work environment

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Computer skills: 3 years (Required)
• Customer service: 3 years (Required)

Security clearance:

• Confidential (Preferred)

Work Location: In person