Customer Care Coordinator

About the Role

Are you committed to community safety? We work hard to protect clients, customers, and teammates from fire hazards by installing, maintaining, and inspecting fire suppression systems. Our fire suppression systems ensure uninterrupted operations in businesses you likely visit, and our technicians take pride in their communities, prioritizing safety for all. If you share this passion and commitment, join us in our mission as a Customer Care Coordinator.

The Customer Care Coordinator at Marmic Fire & Safety oversees all scheduling and dispatch-related activities for a team of Technicians within a specific geography. This role includes implementing operational best practices and Standard Operating Procedures for appointment creation and job scheduling.

Responsibilities

• Scheduling Management
  • Ensure Technicians are provided a full day of scheduled work according to their working hours.
  • Leverage routing optimization tools to drive Technician productivity and reduce drive time between appointments.
  • Communicate timely with customers regarding scheduling and rescheduling of appointments.
  • Minimize missed appointments through load balancing and real-time oversight of job completion.
  • Maximize Technician productivity by assigning additional work in real time as Technicians run ahead of schedule or additional capacity presents itself.
  • Follow scheduled work through to completion, including technician clock events and required paperwork.
• Process Improvement
  • Continuously identify areas to reduce or eliminate rework.
  • Actively participate in standardizing and improving procedures and toolsets.
  • Adhere to Marmic Standard Operating Procedures for the creation, scheduling, and dispatching of Service work.
• Reporting and Analysis
  • Review KPIs throughout the monthly cycle and adjust personal activities to meet performance targets.
  • Identify and report opportunities for improvements regarding Technician Productivity or Job Completions per Day.

Requirements

• 2+ years of experience in a scheduling/routing function or related operational role.
• Strong communication skills with demonstrated success working across teams in a matrixed organization.
• Ability to manage multiple commitments and time-sensitive priorities in a fast-paced environment.
• Sound judgment and exceptional problem-solving skills.
• Process-oriented mindset with a focus on continuous improvement.

Qualifications

• Associates Degree preferred.
• Preferred Qualifications:
  • Experience with Fire Industry technologies and/or regulations.
  • Experience working with commercial clients of varying levels.
  • Experience working in a standardized operation with a focus on scalability and redundancy.

Benefits

• Employee Ownership Program
• Company-paid training programs and on-the-job training
• Tele-health services (if healthcare coverage is elected)
• 401K plan with up to a 4% company match
• Medical, Dental, and Vision Insurance (effective the first of the month following your start date)
• Accrual of up to 13 days of Paid Time Off (PTO) in your first year
• 7 Paid Holidays annually

Pay

Pay Range: USD $24.00/Hr. – USD $28.00/Hr.

About Us

Since 1951, Marmic has focused on one mission: protecting the communities we serve. What began as a small, family-run fire protection business has grown into a trusted national partner for complete fire and life safety services. With 1,300+ team members and more than 50,000 customers, we deliver local, personal support backed by the strength and resources of a national organization.

As we’ve expanded—bringing more than 30 businesses into the Marmic family in just the past few years—we’ve built a culture where skilled technicians and industry experts can thrive, share their knowledge, and create lasting careers. We take pride in our work because it matters. Every team member is also an owner of the company, sharing in the success they help create. That sense of ownership drives our culture of teamwork, accountability, and pride in craftsmanship.

Today, Marmic is one of the largest providers of comprehensive fire and life safety services in the country. Our teams install, inspect, and repair critical systems in industrial and corporate facilities, hospitals, schools, retail environments, and more—protecting lives and property every step of the way.