Customer Service Representative

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 Pay range $20-$25 an hour based on experience 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 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 our hard-earned expertise to give people peace of mind, confidence, and more time to pursue their core businesses.
Since 2018, we have grown from four to 18 markets while serving more than 30,000 customers throughout the Midwest.
As we grow and expand into new markets, we are building a team that loves what they do and has fun doing it.
If you are looking to be challenged every day, for an opportunity to make a meaningful impact, and to grow with a mission- and people-driven company focused on the customer, we hope you will consider this amazing opportunity.
Our Mission: To provide a meaningful impact to as many lives as possible.
Our Vision: To be the most dependable and simplified life safety solution on the planet.
Our Values: Passionate – We are on a relentless pursuit to be great, not just good enough.
And we have fun doing it.
Impactful – Our work makes a real difference in the world.
We literally save lives, but that’s just the beginning.
Innovative – We believe there is always a better way.
We don’t stop until we find it.
Genuine – We do what we say, and we mean it.
We are authentic and dependable.
WORKING CONDITIONS & PHYSICAL REQUIREMENTS: Office Hours of M-F 7:30am-4:30pm (overtime may occur occasionally), controlled climate, office environment, customer & technician facing, heavy phone and computer work, required to sit for long periods of time, 8 or more hours per day, frequently required to use monitor, keyboard, mouse and phone