Customer Service Representative

Job Summary

The Customer Service Representative plays a key role in ensuring excellent customer service by efficiently scheduling and dispatching service technicians to customer sites. This position is responsible for managing service requests, maintaining clear communication with both customers and field staff, and assisting in the resolution of customer issues in a timely and professional manner. The service coordinator helps ensure that service operations run smoothly, efficiently, and in alignment with company standards.

Essential Duties and Responsibilities

• Strategically evaluate and organize service routes to optimize technician scheduling and resource utilization.
• Schedule and dispatch service technicians for customer visits, ensuring timely follow-ups and appointment coordination.
• Maintain clear, courteous, and professional communication with customers, technicians, and internal teams.
• Monitor service requests and proactively address customer concerns to ensure high satisfaction and service excellence.
• Utilize FirePro (Microsoft Dynamics) and other scheduling tools to manage service workflows and documentation.
• Collaborate with internal departments to support operational goals and contribute to continuous improvement initiatives.
• Aid with administrative tasks and special projects assigned to support the broader mission of the organization.

Qualifications

• High School Diploma or equivalent required; post-secondary education or relevant certifications are a plus.
• 1-3 years of experience in scheduling, dispatching, or coordinating service technicians, drivers, or deliveries.
• 1-3 years of customer service experience with a proven ability to build rapport and resolve issues effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with FirePro (Microsoft Dynamics) or similar ERP/CRM systems is strongly preferred.
• Exceptional organizational skills with strong attention to detail and accuracy.
• Excellent verbal and written communication skills for effective interaction across all levels of the organization.
• Strong problem-solving abilities with a proactive and solution-oriented mindset.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Demonstrated reliability, strong work ethic, and consistent attendance.
• Self-motivated and capable of working independently as well as collaboratively within a team.

Compensation & Benefits

• Hourly rate: $20.00 - $26.00, depending on experience and qualifications.
• Medical, dental, and vision insurance plans.
• Company-paid life insurance and long-term disability insurance.
• Optional supplemental benefits: Paid time off (PTO) available during your first year of employment, Seven (7) paid holidays annually, 401K Plan with Safe Harbor Match, including both traditional and Roth options, Business casual office environment.
• Employee referral program with rewards for recommending qualified candidates.

Company Culture

We pride ourselves on fostering a culture that values respect, collaboration, and continuous improvement. Our team is built on trust, transparency, and a shared commitment to delivering exceptional service. We encourage open communication, celebrate individual and team achievements, and support professional growth through mentorship and learning opportunities. Employees are empowered to take initiative, contribute ideas, and make a meaningful impact. We believe in maintaining a healthy work-life balance and creating a workplace where people feel valued, supported, and inspired to do their best work every day.

Direct Applicants Only

*Fire Fighter Sales and Service Co. is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, marital status, family responsibilities, pregnancy, genetic information, veteran, or military status.*