Customer Service Representative

Position Title: Customer Service Representative

Location: Huntsville, AL

Reports To: Manager of Customer Engagement

Position Summary

The Rural Metro Fire Customer Service Representative (CSR) will be the first point of contact for our members, ensuring a positive experience through timely account updates, clear communication, and exceptional service. You’ll also support special projects and collaborate with team members to meet performance goals.

Essential Functions

Customer Interaction:

Demonstrate strong verbal communication and active listening skills.

Answer and return inbound calls, resolve inquiries, and provide accurate information about products and services.

Assist customers with account updates, billing questions, and membership details.

Administrative Support:

Maintain detailed and accurate records in the membership billing system.

Participate in outbound calls for billing collections and follow-up.

Team Collaboration:

Work closely with colleagues to resolve issues and ensure positive, productive communication.

Support cross-training initiatives and assist other team members when needed.

Compliance:

Adhere to company policies, confidentiality standards, and information security protocols.

Perform other duties as assigned by management.

Qualifications:

High School Diploma or equivalent required.

Proficiency with Microsoft Office Suite.

Strong oral, written, and interpersonal communication skills.

Bilingual skills are a plus.

Previous customer service or call center experience preferred.

Position Conditions

Work under tight deadlines supporting Rural Metro Fire, Capstone Fire & Safety Management, and Solomon Safety

Occasional evening/weekend work to meet deadlines

On-site work in Huntsville, AL office, with potential limited travel to client or partner sites

Compensation & Benefits

• Target pay: $16.00 - $22.00 per hour.
• Comprehensive benefits package including health insurance, paid time off, and training opportunities.

Position Disclaimer

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their supervisor. This document provides an overview of the position currently available and is not an employment contract. RMF reserves the right to modify position responsibilities or position descriptions at any time. Employment with RMF is at-will and either party can terminate the employment relationship at any time with or without cause and with or without notice within the confines of federal and state law.

Rural Metro Fire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.