Customer Service Representative
About The Position
The Customer Service Representative plays a key role in ensuring excellent customer service by efficiently scheduling and dispatching service technicians to customer sites. The position manages service requests, maintains clear communication with customers and field staff, and helps resolve customer issues in a timely and professional manner. The service coordinator helps ensure service operations run smoothly, efficiently, and in alignment with company standards. The position is based at Fire Fighter Sales and Svcs Co in Warrendale, Pennsylvania. It is a full-time role on a standard daytime schedule, Monday through Friday, in a primarily office-based environment. The hourly rate is $20.00–$26.00, depending on experience and qualifications.
Requirements
- High school diploma or equivalent.
- 1–3 years of experience in scheduling, dispatching, or coordinating service technicians, drivers, or deliveries.
- 1–3 years of customer service experience, with the ability to build rapport and resolve issues effectively.
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
- Strong organizational skills and attention to detail and accuracy.
- Excellent verbal and written communication skills for interacting across all levels of the organization.
- Strong problem-solving abilities and a proactive, solution-oriented mindset.
- Ability to manage multiple priorities in a fast-paced, dynamic environment.
- Reliability, a strong work ethic, and consistent attendance.
- Ability to work independently and collaboratively as part of a team.
- Ability to sit, stand, and use a computer for extended periods.
Nice To Haves
- Post-secondary education or relevant certifications.
- Experience with FirePro (Microsoft Dynamics) or similar ERP/CRM systems.
Responsibilities
- Evaluate and organize service routes to optimize technician scheduling and resource utilization.
- Schedule and dispatch service technicians for customer visits, including timely follow-ups and appointment coordination.
- Maintain clear, courteous, and professional communication with customers, technicians, and internal teams.
- Monitor service requests and proactively address customer concerns to support customer satisfaction and service excellence.
- Use FirePro (Microsoft Dynamics) and other scheduling tools to manage service workflows and documentation.
- Collaborate with internal departments to support operational goals and continuous improvement initiatives.
- Assist with administrative tasks and special projects supporting the organization.
- Perform other duties as assigned, including duties outside normal responsibilities as needed.
Benefits
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Company-paid life insurance.
- Long-term disability insurance.
- Optional supplemental benefits.
- Paid time off available during the first year of employment.
- Seven paid holidays annually.
- 401(k) plan with Safe Harbor Match, including traditional and Roth options.
- Employee referral program with rewards for recommending qualified candidates.
- Mentorship and learning opportunities supporting professional growth.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
