Customer Service Representative

Fire-Fighter-Sales-and-Service-Company; Warrendale (Allegheny County); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Medical insurance (health)

Dental insurance

Vision insurance

Company-Paid life insurance

401K Plan with Safe Harbor Match

PTO and paid holidays

Career growth opportunities

Job summary

Fire Fighter Sales and Service Co. is seeking a Customer Service Representative to efficiently schedule and dispatch technicians to customer sites while maintaining clear communication with customers and field staff.

The role focuses on timely resolution of service requests and proactive problem solving to uphold service excellence. You will use FirePro (Microsoft Dynamics) and other tools to manage workflows, coordinate follow-ups, and support ongoing process improvements in a fast-paced office

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.

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.

Skills

Scheduling

Dispatching

Customer service

Microsoft Office

FirePro (MS Dynamics)

Communication

Problem-solving

Multi-tasking

Reliability

Teamwork

Education

High School Diploma or equivalent

Post-secondary education or certifications a plus

Tools

FirePro (Microsoft Dynamics)

Microsoft Office Suite

Job description

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: The following list is intended to describe the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. The employer reserves the right to change or assign other duties to this position. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.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.Assist with administrative tasks and special projects assigned to support the broader mission of the organization.Job Requirements & Skills: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.Work Environment & Physical Requirements:Standard daylight shift, Monday through Friday.Work is primarily performed in an office environment with typical business equipment.Must be able to sit, stand, and use a computer for extended periods.Occasional phone and in-person communication with customers and technicians are required.Compensation & Benefits:Hourly rate: $20.00 - $26.00, depending on experience and qualifications.Medical, dental, and vision insurance plans.Company-Paid lie insurance and long-term disability insuranceOptional supplemental benefitsPaid time off (PTO) available during your first year of employmentSeven (7) paid holidays annually401K Plan with Safe Harbor Match, including both traditional and Roth optionsBusiness casual office environmentEmployee referral program with rewards for recommending qualified candidatesCompany CultureWe 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 - No Third-Party Recruiters-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.