Customer Care Coordinator

About the role

The Customer Care Coordinator at Marmic Fire & Safety oversees all scheduling and dispatch activities for a team of Technicians within a specific geography. The role implements operational best practices and Standard Operating Procedures for appointment creation and job scheduling, working directly with customers to determine acceptable schedules and assigning Technicians based on skills and territory.

Core Responsibilities

• Scheduling Management – Ensure Technicians receive a full day of scheduled work according to their hours; leverage routing optimization tools to boost productivity and reduce drive time; communicate promptly with customers about scheduling and rescheduling; minimize missed appointments through load balancing and real‑time oversight; maximize productivity by assigning additional work when capacity allows; follow scheduled work through to completion, including 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 creation, scheduling, and dispatch of service work.
• Reporting and Analysis – Review KPIs throughout the monthly cycle and adjust activities to meet performance targets; identify and report opportunities to improve Technician productivity or daily job completions.

Minimum Qualifications

• Associate’s Degree (preferred).
• 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.

Preferred Qualifications

• Experience with fire‑industry technologies and/or regulations.
• Experience working with commercial clients of varying levels.
• Experience in a standardized operation focused on scalability and redundancy.

Benefits & Perks

• Employee Ownership Program.
• Company‑paid training programs and on‑the‑job training.
• Tele‑health services (if healthcare coverage is elected).
• 401(k) plan with up to a 4% company match.
• Medical, dental, and vision insurance effective the first of the month following start date.
• Accrual of up to 13 days of paid time off (PTO) in the first year.
• 7 paid holidays annually.

Pay Range

Min: $21.00/Hr., Max: $23.00/Hr.

Who We Are

Since 1951, Marmic has focused on protecting the communities it serves. From a small, family‑run fire protection business, it has grown into a trusted national partner for comprehensive fire and life safety services, with 1,300+ team members and more than 50,000 customers. The company operates a culture of ownership, teamwork, and accountability, offering career growth for skilled technicians and industry experts. Marmic installs, inspects, and repairs critical systems in industrial and corporate facilities, hospitals, schools, retail environments, and more, safeguarding lives and property nationwide.