Account Management - National Customer Service Representative

AI Fire; Tempe (AZ); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Healthcare

Dental

Vision

Life insurance

Paid time off

Paid holidays

Company paid disability

401(k) company match

Weekly pay

Shared Ownership Program

Job summary

Academy Fire Life Safety in Tempe, AZ seeks an entry-level National Customer Service Representative to support clients through the lifecycle of work orders. You will acknowledge requests, schedule field technicians, and update notes in portals to ensure timely completion.

As part of a nationwide service team, you’ll respond to client inquiries, track KPIs, and collaborate with account managers to deliver consistent, high-quality service every day.

Qualifications

• Strong verbal and written communication skills are required.
• Ability to multitask in a fast-paced environment.
• Attention to detail and sense of urgency are essential.

Responsibilities

• Receipt and acknowledgement of client service requests.
• Scheduling new and return trip work orders between technicians and site contacts.
• Updating internal notes and third-party portals on all progress.
• Follow up on scheduled work orders to validate completion/status.
• Prepare and submit proposals on client portals.
• Identify and escalation issues between vendor and/or client in collaboration with JR and or AM.
• Manage response to client KPI’s, Initial response, time to complete, IVR utilization

Skills

Strong verbal and written comms

Sense of Urgency

Detail oriented

Ability to Multitask

Education

High School Diploma or equivalent

Job description

Account Management - National Customer Service Representative

Tempe, AZ, USA

Job Description

Posted Tuesday, August 11, 2026 at 5:00 AM

Academy Fire Life Safety offers national one-stop fire and life safety services through our network of self-perform districts and trusted vendor partners. Our experienced account managers ensure clients across the country receive the same quality service for fire safety systems. We combine unmatched industry knowledge and scale with personal service and accountability.

Join our team with over 80 years in business and two decades serving hundreds of national and regional account customers. Academy Fire offers unparalleled expertise in the management of multi-site fire and life safety protection. Through our customer service centers in New York and California, we provide coverage 24/7, 365 days a year.

Benefits of joining Academy Fire Life Safety

• Competitive compensation
• Pay is on a weekly cycle, every Friday
• 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. This program fosters an ownership mindset and ensures that every employee meaningfully shares in the success they help create.
• Exceptional guidance and support from our managers
• Collaborative culture & environment
• Opportunity to work alongside some of the best talent in the fire protection industry

National Customer Service Representative

JOB SUMMARY

This entry level client support role conducts administrative tasks throughout various stages of the life cycle of a work order. They provide frontline assurance that our clients requests are being received, updated, and completed in a satisfactory manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receipt and acknowledgement of client service requests
• Scheduling new and return trip work orders between technicians and site contacts
• Updating internal notes and third-party portals on all progress
• Follow up on scheduled work orders to validate completion/status
• Prepare and submit proposals on client portals
• Identify and escalation issues between vendor and/or client in collaboration with JR and or AM.
• Manage response to client KPI’s, Initial response, time to complete, IVR utilization

SKILLS

• Strong verbal and written communication skills
• Sense of Urgency
• Detail oriented
• Ability to Multitask

REQUIRED EXPERIENCE /QUALIFICATIONS

Years of Experience 0-2 years related functional experience Education High School Diploma or equivalent Certification / Licenses N/A Technical Skills N/A Technology Microsoft Office Suite

TRAVEL

This position may require approximately 0% travel

Successful completion of a drug test and pre-employment background screening is required. MVR checks are required for all driving positions.

We look forward to talking with you about career opportunities with Academy Fire Life Safety.

Employment with an Equal Opportunity Employer (EOE) including disability/veterans.