Customer Support Specialist

The Hiller Companies, LLC has an immediate opening for Customer Support Specialist. If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world. Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets with offices across the United States. With over 100 years in the industry, our mission is to ensure the highest standards of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance, and repair of critical fire and life safety equipment. Our team remains laser-focused on one goal – making the world a safer place.

Job Summary: The Customer Support Specialist will be responsible for ensuring customer satisfaction by providing exceptional support, information, and assistance to our clients. This position will involve handling inquiries, resolving issues, and maintaining positive relationships with customers, all while contributing to the overall success and growth of our company.

Key Responsibilities:

• Serve as point of contact for customer inquiries, responding promptly and professionally to inquiries via phone, email, and in-person visits.
• Schedule and perform follow up conversations with customers, post service, to solicit feedback ensure satisfaction, and address additional needs.
• Discuss post service billing requirements with clients and ensure all needs are addressed to ensure timely processing of invoices.
• Collaborate closely with our technical teams to coordinate completed service appointments and communicate relevant details to customers.
• Act as operational liaison between Shared Branch Services and Collections teams.
• Manage customer follow up/communication upon invoice issuance to ensure invoice accuracy, payment timing, potential acceptance of payments (credit card or check), provide statements upon customer request and maintain accurate and timely notation of on-going customer communication in E1 for continuity of customer care by Shared Branch Services and/or Collections teams.
• Communicate and collaborate with Shared Branch Services to address and resolve all invoicing concerns and/or corrections to ensure timely payment of open invoices.
• Maintain accurate and up-to-date customer records, including contact information, service history, and interactions. Document conversations for follow-up needs and additional inquiries.
• Proactively address customer concerns, troubleshoot issues, and escalate complex cases to appropriate teams while ensuring a positive customer experience.
• Identify opportunities to upsell or cross-sell additional services and products based on customer needs and preferences.
• Stay updated on industry trends, regulations, and advancements in fire protection services to provide informed and knowledgeable support to customers
• Other duties as required.

What We Are Looking For:

• High school diploma or equivalent; Associate degree or relevant certification is a plus
• Previous customer service experience, preferably in a technical or service-oriented industry.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and understandable manner.
• Strong interpersonal skills and the ability to build rapport and maintain positive relationships with diverse customers.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Detail-oriented with strong organizational and multitasking abilities.
• Problem-solving mindset with the ability to remain calm under pressure and find effective solutions.
• Basic knowledge of fire protection systems and services is a plus, but not required (training will be provided).
• Ability to work collaboratively in a team environment while also being self-motivated and capable of working independently.
• Flexible schedule to accommodate occasional evening or weekend shifts, especially during peak service periods.
• Commitment to upholding our company's values of safety, integrity, and excellence in customer service.

Hiller is a drug-free workplace, an equal opportunity employer and ADA compliant.

We are proud to operate according to our Core Values: Passion to Perform, Trust to Act, Act Responsibly, and Make it Fun.

Most employee benefits start from the first day of employment, including:

• Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education.
• Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short term disability, voluntary long term disability, critical illness & accident insurance and paid time off.
• Company-provided training, tools, and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs.
• Career advancement potential within a growing company.

Join us in our mission to provide comprehensive fire protection solutions and peace of mind to our customers, and together, let’s make the world a safer place.