National Customer Service Representative
About The Position
Academy Fire Life Safety is seeking National Customer Service Representatives to join their team. This entry-level client support role involves conducting administrative tasks throughout various stages of the work order life cycle. The representative will provide frontline assurance that client requests are received, updated, and completed satisfactorily. The company has over 80 years in business and two decades serving hundreds of national and regional account customers, offering unparalleled expertise in multi-site fire and life safety protection through customer service centers in New York and California, providing 24/7 coverage.
Requirements
- Customer service and/or dispatch experience.
- Knowledge of MS Office: Outlook and Excel.
- Successful completion of a drug test and pre-employment background screening is required.
- MVR checks are required for all driving positions.
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 is a plus!
Responsibilities
- Dispatch and coordinate client service work requests to repair and maintain fire alarm systems, fire sprinklers and other fire protection equipment with 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.
- Handle all escalated calls 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 Accounting Department on any billing issues and ensure that customers are invoiced in a timely manner.
- Work cross functionally with other teams and departments.
Benefits
- Competitive compensation
- Pay is on a weekly cycle, every Friday
- Career Advancement Opportunities
- Competitive benefits, including healthcare, dental, vision, life insurance, paid time off and holidays
- Company paid short and long-term disability
- Immediately vested in our 401(k) company match
- Full-time employees participate in our Shared Ownership Program which offers a monetary bonus aligned to the company's long-term success.
- Exceptional guidance and support from our managers
- Collaborative culture & environment
- Opportunity to work alongside some of the best talent in the fire protection industry
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
