Customer Service Representative

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

7 paid holidays

401K plan with match

Company-Paid life insurance

Long-term disability insurance

Business casual office environment

Employee referral program

Job summary

Fire Fighter Sales & Service Company seeks a Customer Service Representative to efficiently schedule and dispatch service technicians to customer sites. You will manage service requests, communicate with customers and field staff, and aid in resolving issues promptly.

The role emphasizes coordinating routes, maintaining professional communication, and supporting service operations in a dynamic office setting.

Qualifications

• High School Diploma or equivalent required; post-secondary education or relevant certifications are a plus.
• 1–3 years scheduling, dispatching, or coordinating service technicians, drivers, or deliveries.
• 1–3 years of customer service experience with rapport-building and issue resolution.
• Proficiency in Microsoft Office Suite; experience with FirePro (Microsoft Dynamics) or similar ERP/CRM systems strongly preferred.
• Excellent organizational skills with attention to detail and accuracy.
• Strong verbal and written communication skills across all levels of the organization.
• Proactive, solution-oriented mindset and ability to manage multiple priorities in a fast-paced environment.

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.
• Assist with administrative tasks and special projects as needed.

Skills

Scheduling & dispatching

Customer service

MS Office

FirePro / Dynamics

Communication

Prioritization

Education

High school diploma

Additional certifications

Tools

FirePro (Microsoft Dynamics)

Job description

• ob 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.

Qualifications

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 insurance
• Optional supplemental benefits
• Paid time off (PTO) available during your first year of employment
• Seven (7) paid holidays annually
• 401K Plan with Safe Harbor Match, including both traditional and Roth options
• Business casual office environment
• Employee referral program with rewards for recommending qualified candidates