National Customer Service Representative (Central Monitoring)

Academy Fire Life Safety • Tempe, AZ

3d

About The Position

This entry level client support role conducts administrative tasks and fire alarm technical support throughout various stages of the life cycle of a work order. They provide Account Team Support to ensure that our clients’ requests are received, updated, and completed in a satisfactory manner.

Requirements

• Knowledge of the functionality of fire alarm control panels.
• Knowledge and understanding of the purpose of a Central Monitoring Station.
• Customer service and/or dispatch experience.
• Knowledge of MS Office: Outlook and Excel.

Nice To Haves

• Strong verbal and written communication skills (Strong Phone Skills)
• Professional Sense of urgency
• Detail oriented
• Production/Task focused
• Ability to multitask
• Time management skills
• Problem solving skills
• Team player
• National Facilities Maintenance experience

Responsibilities

• Dispatch and coordinate client service work requests to establish fire alarm monitoring or fire alarm troubleshooting through Academy Fire’s Central Monitoring Station with our national network of sub-contractors and self-performing district offices.
• Provide technical, activation and programming assistance with the fire alarm technicians onsite sent by our national network of sub-contractors and self-performing district offices.
• Follow-up on current customer jobs to make sure they are completed to the customer’s satisfaction. (CONSTANT CONTACT WITH SUBCONTRACTORS AND DISTRICT OFFICES)
• Assist Central Station Manager with work order escalations and research the problem to determine what issues may be affecting the customer.
• Manage service level expectations which include the technician’s arrival & departure times, job quoting and providing timely updates.
• Work with the Central Station Manager and CS Biller on any billing issues and ensure that customers are invoiced in a timely manner.
• Work cross functionally with other teams and departments.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed