Customer Care Specialist

Looking for a Career Change Where You Can Make a Difference?

Are you committed to community safety? We work hard to protect clients, customers, and teammates from fire hazards by installing, maintaining, and inspecting fire suppression systems. Our fire suppression systems ensure uninterrupted operations in businesses you likely visit, and our technicians take pride in their communities, prioritizing safety for all. If you share this passion and commitment, let's talk about how you can join us in our mission and build your future with us!

Position Summary

Our Customer Care Specialist provides critical support to a fast-paced branch operation by managing customer account activity, processing sales orders, coordinating pricing and quotes, and ensuring accurate documentation and payment processing. This role serves as a key point of contact for customers and internal teams, handling a high volume of phone and email communication while maintaining strong attention to detail and organization. The Branch Administrator will partner closely with the Branch Manager to support daily operations, drive efficiency, and help ensure exceptional service for both customers and employees. Ideal candidates are customer-focused, highly organized, comfortable managing multiple priorities, and proficient in Excel and administrative systems.

This is an in-office position (not hybrid or remote).

Monday - Thursday 7:00 - 4:30 PM and Fridays 7:00 AM - 11:00 AM!

Core Responsibilities

• Accurately post all non-cash payments, including receipts, discounts, allowances, price adjustments, returns, and chargebacks, to customer accounts within 24 hours of receipt.
• Maintain organized customer files by scanning and filing documents in the database, ensuring easy access and systematic organization by customer.
• Investigate and resolve chargeback claims, taking a proactive approach to recover discrepancies.
• Collaborate with department managers to verify chargebacks, dispute inaccuracies, and negotiate recoveries where applicable.
• Process and manage credit card transactions for customer sales and refunds, ensuring timely and accurate completion.
• Respond promptly to merchant service disputes related to chargebacks, providing necessary supporting documentation, such as proof of delivery and invoices, to prevent incorrect deductions.
• Oversee workflow and team priorities, ensuring all tasks are completed efficiently and offering support as needed to meet deadlines and maintain productivity.
• Review and interpret Proof of Delivery (PODs) and invoices, ensuring accuracy in documentation.

The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Minimum Qualifications

• High school diploma or equivalent (e.g., GED).
• 1-2 years of experience in accounting, administration, or a similar role handling customer accounts, payments, and chargebacks.
• Experience with non-cash payment processing (e.g., credit cards, allowances, returns).
• Experience with file management and document organization, including scanning and database filing.
• Familiarity with handling customer inquiries and disputes related to payments and chargebacks.
• Proficiency in Microsoft Office Suite, especially Excel and Word.
• Familiarity with accounting software or ERP systems for payment processing and record keeping.
• Basic understanding of credit card processing and resolving chargeback disputes.
• Strong attention to detail for reviewing and posting payments and managing customer files.
• Excellent organizational skills to manage workflow and ensure tasks are completed on time.
• Good communication skills to interact with department managers and resolve discrepancies.
• Ability to multitask and prioritize tasks in a fast-paced environment.

Preferred Qualifications

• Associate's degree in Accounting, Business Administration, or a related field.
• 3+ years of experience in a branch administration or financial clerk role, with a focus on payment processing, chargebacks, and customer account management.
• Experience with credit card processing systems, merchant services, and handling chargeback disputes efficiently.
• Proven experience with team oversight or leading a small administrative/accounting team.
• Advanced proficiency in accounting software (e.g., QuickBooks, SAP, or Oracle) and database management systems.
• Experience with process automation in financial workflows, such as payment postings and file organization.
• Strong leadership skills for managing workflow and prioritizing team tasks.
• Advanced problem-solving skills, especially when dealing with discrepancies and chargeback disputes.
• Customer service experience, especially in resolving billing inquiries and handling refunds or discrepancies.
• Property Management or Hospitality experience.

Benefits & Perks

At Marmic Fire and Safety, we offer more than just competitive pay. As a full-time employee, you'll enjoy a range of great benefits, including the below. Join us and enjoy a rewarding career with excellent perks!

• Employee Ownership Program
• Company-paid training programs and on-the-job training.
• Tele-health services if healthcare coverage is elected
• 401K plan with up to a 4% company match
• Medical, Dental and Vision Insurance effective the first of the month following your start date
• Accrual of up to 13 days of Paid Time Off (PTO) in your first year
• 7 Paid Holidays annually

Who We Are

Since 1951, Marmic has focused on one mission: protecting the communities we serve. What began as a small, family-run fire protection business has grown into a trusted national partner for complete fire and life safety services. With 1,300+ team members and more than 50,000 customers, we deliver local, personal support backed by the strength and resources of a national organization.

As we've expanded - bringing more than 30 businesses into the Marmic family in just the past few years - we've built a culture where skilled technicians and industry experts can thrive, share their knowledge, and create lasting careers. We take pride in our work because it matters.

Every team member is also an owner of the company, sharing in the success they help create. That sense of ownership drives our culture of teamwork, accountability, and pride in craftsmanship. It also means our people are building a stronger financial future for themselves and their families.

Today, Marmic is one of the largest providers of comprehensive fire and life safety services in the country. Our teams install, inspect, and repair critical systems in industrial and corporate facilities, hospitals, schools, retail environments, and moreprotecting lives and property every step of the way.

EEO Statement

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Pay RangeMin: USD $23.00/Hr., Max: USD $25.00/Hr.