Customer Service Representative
Job Title: Customer Service Representative (Fire & Life Safety)
Location: Greater Boston, MA
Pay Range: $28–$40/hour
Tiello has partnered with a highly reputable Fire & Life Safety contractor in the Greater Boston area that is actively seeking a Customer Service Representative to join their growing team.
This is an excellent opportunity for a customer-focused professional who enjoys building relationships, solving problems, and supporting both customers and internal operations. The ideal candidate will have strong communication skills, exceptional organizational abilities, and experience coordinating service activities in a fast-paced environment.
Industry: Commercial Fire Protection & Life Safety
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels.
- Coordinate customer follow-up after completed service appointments to ensure satisfaction and address any additional service needs.
- Review post-service billing requirements with customers and assist in resolving invoice-related questions.
- Collaborate with service technicians, coordinators, and internal departments to ensure seamless communication throughout the service process.
- Act as the liaison between operations, shared services, and collections to resolve customer concerns efficiently.
- Maintain accurate customer records, service history, communication logs, and account information within company systems.
- Process customer requests for invoices, statements, payment information, and account updates.
- Proactively identify and resolve customer concerns while escalating complex issues when appropriate.
- Identify opportunities to recommend additional services based on customer needs.
- Maintain a high level of professionalism while delivering exceptional customer service.
- Stay informed on company services, industry trends, and fire protection solutions to better support customers.
- Support additional administrative and customer service functions as needed.
Skills & Qualifications
- High School Diploma or GED required.
- Associate degree or related certification preferred.
- Previous customer service experience in a service-based, construction, mechanical, or technical environment preferred.
- Excellent verbal and written communication skills.
- Strong interpersonal skills with the ability to build long-term customer relationships.
- Experience utilizing CRM systems, ERP software, or customer management platforms.
- Strong organizational, multitasking, and time management abilities.
- Detail-oriented with excellent problem-solving skills.
- Ability to work independently while collaborating effectively within a team environment.
- Professional demeanor with a strong commitment to customer satisfaction.
- Basic knowledge of Fire & Life Safety systems is a plus but not required (training provided).
Compensation & Benefits
- Competitive hourly compensation
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Company-paid life insurance
- Short-term disability coverage
- Voluntary long-term disability coverage
- Critical illness and accident insurance
- Paid time off (PTO) and paid holidays
- Company-provided training and ongoing professional development
- Career advancement opportunities within a growing Fire & Life Safety organization
Applicants must be authorized to work in the U.S.
Tiello LLC is proud to be an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
INDLP
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