Customer Service Representative

About the Role

The Hiller Companies is seeking a Customer Service Representative to serve as the primary post-service contact for assigned customers. This role ensures a positive customer experience, confirms satisfaction, supports timely invoice processing, verifies customer and billing information, and documents communication.

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, escalate 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.

Requirements & Tech Stack

• E1 (for documentation)

Qualifications

• Passion for fire protection and safety.
• Experience as a Customer Service Representative.
• Ability to coordinate with multiple teams including branch operations, Shared Branch Services, Collections, Sales Team, and technical teams.
• Familiarity with billing processes and invoice management.
• Strong communication skills.
• Ability to troubleshoot and resolve issues.
• Ability to stay informed on company processes and industry trends.

Pay Range: $24.00/hour - $28.00/hour