Customer Service Representative

Fortis Fire & Safety; Orange (CA); On-site; USD 39,000 - 45,000; Full time

Benefits offered by this job

Paid vacation & sick time

Company Holidays

401(k) retirement plan with company 2:

Medical, Dental, Vision insurance

Life Insurance

Disability insurance

Job summary

Fortis Fire & Safety is seeking a motivated Customer Service Representative to manage client communication, dispatching, and administrative duties within a fire protection company. The ideal candidate has prior customer service, dispatching, and administrative experience, with preference for construction or fire safety industry background.

The role requires a High School Diploma or GED and at least 3 years in a similar role, with proficiency in customer service software and Microsoft Office.

Qualifications

• High School Diploma or GED required.
• 3+ years in a similar customer service/dispatcher role.
• Proficient with customer service software, dispatching tools and Microsoft Office.

Responsibilities

• Handle all incoming client calls for service and ensure excellent customer experience.
• Dispatch drivers and service technicians to job sites for timely arrival and delivery of service.
• Prepare invoices and confirm job costs for service repairs; maintain records.
• Set up, schedule, dispatch and track all service work orders for timely completion.
• Provide status updates to clients and maintain clear communication throughout.

Skills

Customer service

Dispatching

Microsoft Office

Communication

Multi-tasking

Education

High School Diploma or GED

Tools

Customer service software

Dispatching tools

Job description

We do not accept unsolicited resumes from third-party agencies. Resumes submitted without prior approval from our Talent Acquisition team will not be eligible for placement fees.

Company Overview

At Fortis Fire & Safety, we provide industry-leading fire protection & security services across the United States. Our ever-growing footprint can be seen in California, Florida, North Carolina, and Chicago, and we are acquiring new brands all the time.

We are proud to work together as one team under the Fortis Fire & Safety family, which includes CJ Suppression, Diversified Systems, Inc., Integrated Fire & Security Solutions, LaMarco Systems, LifeSafety Management, Piper Fire Protection, and VFS Fire & Security Services. United by a shared mission, we deliver comprehensive fire protection and security solutions nationwide.

Joining Fortis means becoming part of a nationwide, next-generation fire protection company. We’re dedicated to a People-First philosophy, where we invest in our team through training and development, as well as a competitive benefits package. In return, we expect the very best from each of our employees every day.

Here at Fortis and throughout our family of brands, we offer a comprehensive benefits package that includes:

• Paid vacation and sick time
• Company Paid Holidays
• Additional paid time off for life events (e.g., jury duty, bereavement)
• Competitive compensation
• 401(k) retirement plan with competitive company match
• Medical, Dental, and Vision insurance
• Short-term/Long-term disability insurance
• Life Insurance
• Career Advancement Opportunities and more!

This is a general overview of benefits. Specific eligibility and coverage details will be provided during the hiring process

Job Summary:

VFS is looking for a motivated and skilled Customer Service Representative to manage all aspects of customer communication, service dispatching, and administrative tasks within our fire safety company. The ideal candidate will possess prior experience in customer service, dispatching, and administrative duties. Experience within the construction or fire safety industry is preferred.

Essential Duties and Responsibilities:

• Handle all incoming client calls for service, ensuring excellent customer experience and timely resolution of inquiries.
• Dispatch drivers and service technicians effectively to various job sites, ensuring timely arrival and efficient service delivery.
• Prepare accurate invoices, pricing details, and confirm job costs of service repairs for each client, maintaining meticulous records.
• Set up, schedule, dispatch, and track all service work orders to ensure timely completion and client satisfaction.
• Provide timely updates to clients regarding the status of their service requests, ensuring transparency and clear communication throughout the process.
• Maintain a comprehensive understanding of our company's services, products, and pricing to provide accurate information and recommendations to clients.
• Collaborate with the management team to identify and implement strategies for enhancing customer satisfaction and improving operational efficiency.
• Handle any customer complaints or issues with professionalism and efficiency, ensuring resolutions that align with company policies and customer satisfaction goals.
• Assist in the development and implementation of improved customer service procedures and protocols to optimize the overall customer experience.
• Adhere to all company policies, procedures, and safety regulations, ensuring compliance at all times.

Required Skills & Qualifications

• High School Diploma or GED
• At least 3 years prior experience in a similar customer service/dispatcher role.
• Proven ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Excellent communication and interpersonal skills with a strong customer-centric approach.
• Proficient in using customer service software, dispatching tools, and Microsoft Office applications.
• Ability to work well under pressure in a fast-paced and dynamic work environment.
• Strong problem-solving skills and the ability to make effective decisions in a timely manner.

Preferred Qualifications:

• Prior experience in the construction or fire safety industry.
• Prior experience in scheduling and dispatching drivers.

This pay range reflects the compensation rate Fortis Fire & Safety reasonably expects to pay for this position at the time of posting. Final compensation may vary based on factors such as experience and skillset. This role is also eligible for benefits including medical, dental, vision, 401k match, pet insurance, short term/long term disability, etc...

Compensation Rate

$28 - $33 USD

This role may require extended periods of sitting or standing, movement around the office or job site, and operation of standard equipment. Physical activities can include reaching, bending, kneeling, climbing, and lifting up to 75 lbs. Field positions may involve heavy lifting, working in varying climates (including outdoor conditions), construction or low-voltage environments, and exposure to dust, noise, or confined spaces. Personal protective equipment (PPE) may be required. Some roles may require travel.

Fortis Fire & Safety Inc. is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations are available for individuals with disabilities to perform the essential functions of their jobs. Employment is contingent upon successful completion of job-related pre-employment screenings, which may include a background check and/or drug testing, in accordance with applicable laws.

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