National Customer Service Representative (Central Monitoring)

Human Resources Team•Tempe, AZ

4d•Onsite

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.
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 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.

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