Customer Experience Coordinator

About the Role

The Customer Experience Coordinator provides outstanding customer service to both internal partners and customers through various activities using their knowledge of Alarm Systems, Portable Fire Extinguishers, Suppression Systems, or Sprinkler Systems.

Responsibilities

• Serve as a liaison regarding fire systems (alarm, portable extinguisher, suppression, or sprinkler) to support customers with relevant and accurate information.
• Carry out procedural tasks to support interdepartmental relationships and provide problem-solving solutions to internal teams.
• Manage workload of assigned field technicians based on available work, technician knowledge and skill set, and route optimization.
• Accurately assist all partners with concerns related to fire suppression systems, fire marshal issues, and more. Act as the main point of contact within the scheduling department for these issues.
• Gather information from Service Managers and technicians to better understand or de-escalate situations, resolving problems with customers or fire marshals using technical knowledge and professional communication.
• Produce accurate reports by collecting data from various standard sources and inputting it into standard formats.
• Use the external communications system to access required information for specified purposes.
• Provide operational support by utilizing fire suppression system knowledge to customers, vendors, and internal partners.
• Schedule and dispatch technicians to customer sites according to scheduled inspection frequency, customer requests, and emergency service calls.
• Support project managers by performing simple tasks and following established procedures related to resolution of fire suppression issues.

Requirements

• High School Diploma/GED.
• Excellent phone demeanor and experience with customer service, including answering and transferring calls.

Qualifications

• Proficiency with the Microsoft Office Suite (preferred).
• Minimum 2 years of Fire Suppression Systems experience.
• Experience with reading, understanding, and creating quotes.
• Fire Certifications (preferred).

Benefits

• Comprehensive and competitive medical, dental, and vision benefits with premiums below the national average.
• Four different medical plan options, including one plan offered at zero cost.
• 401(k) with Company Match/Profit Sharing/Employee Stock Ownership Plan (ESOP).
• Disability, Life, and AD&D Insurance, 100% company-paid.
• Paid Time Off and Holidays.
• Skills development, training, and career advancement opportunities.

Schedule

Full Time, 1st Shift.