Customer Service Representative

The role

This person will coordinate daily service operations, schedule technicians, and provide customer support. They will maintain service records and manage service work orders.

What you will do

• Answer incoming customer calls and respond to service requests.
• Schedule, dispatch, and track service technicians and drivers.
• Create and maintain service work orders.
• Communicate service updates and job status to customers.
• Maintain and renew fire alarm system certificates.
• Enter low-voltage repair reports into the Compliance Engine database.
• Develop knowledge of company services, products, procedures, and pricing.
• Address customer complaints and service concerns.
• Work with technicians, management, and other departments.
• Assist in improving customer service processes and administrative workflows.

Required qualifications

• High school diploma or GED.
• At least three years of experience in customer service, dispatching, or a similar administrative support role.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to multitask, prioritize competing demands, and work effectively under pressure.
• Strong problem-solving skills and sound judgment.
• Proficiency in Microsoft Office.
• Ability to learn customer management, scheduling, and dispatch software.
• Professional, customer-focused attitude.
• Ability to work effectively as part of a team.
• Extended periods of sitting or standing.
• Physical activities include reaching, bending, kneeling, climbing, and lifting up to 75 lbs.

Nice to have

• Experience in the fire alarm, fire protection, construction, or life safety industry.
• Experience scheduling and dispatching service technicians, drivers, or field personnel.
• Familiarity with fire alarm systems, service work orders, compliance documentation, or low-voltage repair reporting.

Benefits

• Paid vacation and sick time
• Company Paid Holidays
• Additional paid time off for life events (e.g., jury duty, bereavement)
• Competitive compensation
• 401(k) retirement plan with competitive company match
• Medical, Dental, and Vision insurance
• Short-term/Long-term disability insurance
• Life Insurance
• Career Advancement Opportunities

Before you apply

• Employment is contingent upon successful completion of job-related pre-employment screenings, which may include a background check and/or drug testing.

About the company

Fortis Fire & Safety provides fire protection and security services across the United States. The company includes brands such as CJ Suppression, Diversified Systems, Inc., Integrated Fire & Security Solutions, LaMarco Systems, LifeSafety Management, Piper Fire Protection, and VFS Fire & Security Services.