Customer Service Representative

Fortis Fire & Safety; Town of Florida (NY); On-site; USD 39,000 - 45,000; Full time

Benefits offered by this job

Paid vacation and sick time

Company paid holidays

401(k) retirement plan with match

Medical, Dental, and Vision insurance

Disability insurance

Job summary

Fortis Fire & Safety Inc. is seeking a Customer Service Representative to manage client communication, dispatching, and related administrative tasks for our fire protection services.

The ideal candidate has prior customer service and dispatch experience, preferably in construction or fire safety. The role involves handling calls, coordinating field technicians, preparing invoices, and ensuring accurate job costs while maintaining excellent client relations and maintaining compliance with company

Qualifications

• High School Diploma or GED is required.
• Minimum 3 years in a customer service/dispatcher role.
• Strong communication and multitasking abilities are essential.
• Proficiency with customer service software, dispatching tools, and MS Office.

Responsibilities

• Handle all incoming client calls for service and ensure a positive customer experience.
• Dispatch drivers and service technicians to job sites and track arrival times.
• Prepare invoices, pricing details, and confirm job costs for service repairs.
• Set up, schedule, dispatch, and track service work orders to ensure timely completion.
• Provide updates to clients on status of service requests and maintain clear communication.

Skills

Customer service

Dispatching

MS Office

Multitasking

Communication

Education

High School Diploma or GED

Tools

Dispatching software

Microsoft Office

Job description

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.

Applicant Notices

Fortis Fire & Safety provides required federal, state, and local labor law notices to all applicants.

Federal Notices

• FMLA General Notice (English)
• FMLA General Notice (Spanish)
• USERRA Rights Notice (English)