The Healthcare Customer Service Customer Representative (HCCSR) in conjunction with the Director of Healthcare Solutions, Healthcare Team Lead, and local Service Managers is responsible for customer development within SFNC districts, providing, and negotiating pricing for SFNC's service sales for accredited Healthcare Customers. HCCSR's are expected to work closely with the Healthcare Team, local Service Administrative staff, and Service Operations to meet customer expectations. This is a remote position. Ideal candidate would reside within the region: AZ, TX, NV, UT, or MT.

ESSENTIAL JOB DUTIES: include the following.

• Provide prompt response to customers post inspection by reviewing any necessary repair, deficiency work found on Building Reports (ITM reporting platform) and explain results.
• Communicate internally with regard to deficiency notes in a timely manner.
• Seek any necessary help from the Service Manager, District Manager, Director of Healthcare Solutions, or other officers of SFNC to assist in targeted and high priority appointments and presentations.
• Collect and assemble new customer information in order to assist Service Administrators in completing the Customer Data Sheet as necessary.
• Represent SFNC at industry related meetings such as luncheons, lunch and learns, and trade shows when necessary.
• Remain abreast of potential networking and other market related information including possible changes and/or updates to local fire code requirements.
• Work directly with the Healthcare Team Lead and local Service Managers to assess customer relationships.
• Visit customers at job sites to discuss any ongoing work and be available for questions.
• Communicate with internal and external customers in a professional manner.
• Understand healthcare facilities' accreditation organizations specific to fire and life safety and the applicable standards therein.
• Review all Healthcare Life Safety Inspection Reports for compliance.
• Work directly with internal healthcare team and district offices to address healthcare customers' questions in a timely fashion.
• Follow up with current healthcare clients and communicate feedback with district Service Managers and Healthcare Team Lead.
• Participate or lead healthcare kickoff meetings (via conference call if necessary).
• Participate or lead follow up meetings with current healthcare customers (via conference call if necessary).
• Confirm inspection schedules of healthcare customers. Follow up to make sure work is completed in a timely manner and to customers' satisfaction.
• Other duties may be assigned.

QUALIFICATIONS

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

• Must be comfortable leading presentations to large groups of customers, boards of directors, senior executives and other healthcare industry partners.
• Customer oriented person needed to represent SFNC with a strong service culture.
• 5 years of customer service industry experience, preferred.
• Must possess excellent oral & written English grammar skills with the ability to calculate simple math figures.
• Must have ability to work under pressure managing multiple priorities, strong communication, and organizational skills.
• Must be able to work with other departments as well as others on team.
• Must be able to multi-task and prioritize.
• Must be able to adapt to a fast paced environment.
• Qualified candidates must possess excellent computer skills, especially word processing and spreadsheet programs (Excel).

Education, Training, Certifications:

• HS Diploma or equivalent required.
• Bachelors or Associates degree in Communications, Business or similar, preferred.

Experience, Knowledge, Skill Requirements:

• 3-5 years of fire protection service industry experience, preferred.
• Experience working with Accredited Healthcare Facilities and a good understanding of accreditation requirements, preferred.
• 5 years customer service industry experience, required.
• Experience with SalesForce, preferred.
• Basic math skills, customer service, problem-solving skills, decision making skills, ability to multitask, ability to meet project schedules, and the ability to train others, required.
• Construction or facility services industry experience, scheduling experience, billing experience, and the ability to plan and organize, preferred.

Communication Skills:

• Must have the ability to read, write and communicate in English with employees and customers.

Systems and Software Skills:

• Ability to operate a computer, Microsoft Office, required.

Other Qualifications:

• Valid driver's license with acceptable driving record required.
• Must be able to comply with SFNC's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement.

PHYSICAL & WORK ENVIROMENT REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

While performing the duties of this job, the employee is consistently be required to drive, hear, as well as see in color, close and far distances, peripheral, depth, and adjust focus. Employee will occasionally be required to balance, stand and walk for extended periods, reach above and below shoulders, crouch, kneel, lift <20lbs, sit, stoop, twist, work at heights, bend, ascend/descend stairs, kneel.

Work Environment:

Frequent local travel and occasional regional travel is required. Employee will frequently work in an office or remote setting and be required to sit for periods. Employee will rarely be required to work inside in hot/cold temperatures, and be exposed to loud noises and moving machinery, electrical hazards, chemicals, uneven and slippery surfaces, dust, fumes and odors, and standing on hard surfaces. Employee will be occasionally wear all appropriate personal protective equipment, as required by company safety policies.

Benefits

Summit Fire National Consulting offers extensive training opportunities, career advancement, competitive pay, bonus opportunities, along with an industry leading and affordable benefits package for eligible employees. Our benefits package includes:

• Paid Vacation and Holidays
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Plan with Company Match
• Flexible Spending Accounts
• Long-Term Disability - Employer Paid
• Short-Term Disability - Employer Paid
• Additional Voluntary Ancillary Benefits such as Accident and Hospital Indemnity
• Life Insurance for Team Members and Dependents
• Employee Assistance Program
• Employee Referral Program

Our Core Values

PIPE

• We are PASSIONATE about life safety
• We have INTEGRITY(Do the right thing)
• We work in PARTNERSHIP with our customers and community
• We constantly strive for OPERATIONAL EXCELLENCE(Do things right)

Summit Fire National Consulting participates in E-Verify & in alignment with our commitment to safety, we promote a drug-free workplace. Summit Fire & Security is an equal-opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.

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