Customer Service Representative

Pye-Barker Fire & Safety, LLC; Ephrata (Lancaster County); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, vision

Company vehicle (if job applicable)

401K with employer match

Paid vacation and company holidays

Training and Career Development

Job summary

Pye-Barker Fire & Safety, LLC is seeking a detail-oriented customer service/dispatch specialist to thrive in a fast-paced environment in the United States. You will handle high volumes of calls, respond to emails, and maintain accurate customer data across several systems.

You will schedule service appointments, dispatch technicians, manage billing tasks, and ensure a positive customer experience from start to finish. Strong multi-tasking and discretion are required for success.

Qualifications

• High school diploma or equivalent is required.
• Experience in customer service or call center roles is preferred.
• Experience with billing and payment processing is a plus.

Responsibilities

• Answering a high volume of incoming customer calls with professional service.
• Responding to customer emails and follow-ups.
• Entering and maintaining customer information in multiple systems.
• Taking payments and assisting with billing and account information.
• Scheduling service appointments based on needs and technician availability.
• Coordinating and dispatching service jobs to field technicians.
• Maintaining accurate records and staying organized during busy periods.

Skills

Customer service

Call center

Scheduling

Data entry

Multi-tasking

Problem solving

Discretion

Communication

Education

High school diploma or equivalent

Tools

CRM systems

Billing software

Scheduling software

Job description

Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company.This is a fast-paced position for someone who enjoys helping customers, solving problems, staying organized, and being able to juggle multiple responsibilities at once. The right candidate will be comfortable working in a high-volume environment where every day can bring different customer needs, scheduling challenges, and service requests.Essential Duties & Responsibilities:Answering a high volume of incoming customer phone calls while providing friendly, professional customer service.Responding to customer emails and following up on customer questions, concerns, and service needs.Entering and maintaining important customer information accurately in multiple computer systems.Working with sensitive and confidential customer information and maintaining a high level of discretion.Taking customer payments and assisting with billing, invoices, and account information.Scheduling service appointments based on customer needs, technician availability, and geographic location.Using knowledge of geography and service areas to place appointments efficiently and help create effective technician routes.Coordinating and dispatching service jobs to field technicians.Communicating customer and job information accurately to technicians and other team members.Monitoring schedules and making adjustments when appointments are canceled, delayed, changed, or need to be rescheduled.Troubleshooting basic technical issues and assisting customers or team members with common software, equipment, or service-related problems.Recognizing when an issue needs to be escalated and getting the appropriate person involved.Working with 3+ computer monitors and multiple software programs at the same time.Entering and checking information across multiple systems while simultaneously handling phone calls, emails, scheduling, and customer requests.Maintaining accurate records and paying close attention to details to prevent errors.Prioritizing multiple tasks and staying organized during busy periods.Providing a positive and professional customer experience from beginning to end.Education/Qualification:High school diploma or equivalent.Customer service or call centerDispatch or CED operationsService schedulingField serviceHVAC, plumbing, electrical, or other home-service industriesBilling and payment processingData entryLogistics or transportationAppointment schedulingTechnical customer supportAdministrative or office supportOther Duties:Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.Performs other duties as assigned.Physical Requirements:Prolonged periods sitting at a desk and working on a computer.Pay Rate:$19 to $21 hourly.Benefits and Perks:Excellent payMedical, dental, visionCompany paid life insuranceCompany paid short-term disability401K with employer matchPaid vacation and company holidaysTraining and Career DevelopmentCompany vehicle (if job applicable)Immediate qualification for the ALL In Ownership Plan for all eligible full-time employeesPye-Barker Fire & Safety is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, pregnancy, sexual orientation, gender identity, gender expression, genetic information, disability, military service and veteran status, or any other characteristic protected by applicable law.