Customer Service Representative

CertaSite, LLC • Kent, OH • 12h ago

CertaSite, LLC

ROLE OVERVIEW

We are looking for a Customer Service Representative, who will be responsible for supporting customers throughout their journey with CertaSite and delivering exceptional customer experience at our branch level. You will collaborate with managers, office staff, technicians, customers, and others to help ensure CertaSite represents best-in-class customer service. This is a fast-paced and demanding role with high visibility within the company.

COMPANY PERKS

Education & Certification reimbursement program

Referral bonuses starting at $1,000 per referral

Comprehensive medical plan options, including dental and vision

401K plan with company match

Generous paid time off, paid holidays, and paid parental leave

Management opportunities

Company giveaways

Opportunities for community service and charity involvement

Work at a mission-driven company, focused on people

Continued growth and expansion into new markets and products and services

WHAT YOU WILL BE DOING

Route inbound phone calls to appropriate parties

Greet customers that come into the office and assist as needed

Onboard new customers by coordinating W-9's, Certificates of Insurance (COIs), billing, portal, and taxation setup, service agreements, compliance contact info, and welcome messages

Lead customer satisfaction campaigns and support?

Create tickets for service issues

Assist Technicians with daily logs or supplies

Manage compliance reporting to customers and fire marshals and ensure data integrity

Assist scheduling coordinators and other departments as necessary

Communicate directly with customers in key areas such as onboarding or service concerns

Review and provide quotes as needed

Other projects as assigned

QUALIFICATIONS

High school diploma or equivalent

1 -- 3 years of progressive, proven customer service experience

IDEAL QUALITIES

3 -- 5 years of customer service or administrative support experience within the service industry preferred, but not required

Experience with Excel is ideal

Customer Focus -- Develops uniquely strong customer loyalty; low-to-no customer attrition; key account executive contacts who will go to bat for him/her; generates repeat business more than peers; earns high customer satisfaction scores relative to peers

Relationship Building -- Rapidly build effective relationships through professional interactions with others based on trust: trust that they will always work toward the best interest of those involved and that they are sufficiently competent to provide positive results

Active Listening -- Enhance mutual understanding in communicating with others by expressing genuine interest in, and providing full attention to, the content and meaning of others' messages

Information Seeking -- Driven by an underlying curiosity and desire to know more about things, people, or issues. This involves going beyond routine questions and includes digging or pressing for exact information; resolving discrepancies by asking a series of questions; or conducting less-focused environmental scanning for opportunities or miscellaneous information that may be used in the future

Detail Focused -- Passionate for details with a high sense of awareness of all the details that matter most; from data entry to critically reviewing new customer setup and detailed customer communications.

Who are we?

CertaSite is a fast-growing fire protection and life safety company. Fire and life safety is our passion. It's all we think about. We leverage ou

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