Customer Service Representative (Dispatcher)

Fortis Fire & Safety; Orlando (FL); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Paid vacation and sick time

Company paid holidays

401(k) retirement plan with company match

Medical, dental, and vision insurance

Pet insurance

Job summary

A nationwide fire protection company in Orlando, FL is seeking a motivated Customer Service Representative (Dispatcher). The candidate will manage customer communication, dispatch drivers, and perform administrative tasks. Ideal candidates should possess strong communication skills and at least 3 years of relevant experience, preferably in the construction or fire safety industry. This role will offer a competitive benefits package and opportunities for career advancement.

Qualifications

• At least 3 years of experience in a similar customer service/dispatcher role.
• Proven ability to manage multiple tasks simultaneously.
• Excellent communication skills with a strong customer-centric approach.

Responsibilities

• Handle all incoming client calls and inquiries.
• Dispatch drivers and service technicians efficiently.
• Prepare accurate invoices and maintain records.
• Provide timely updates to clients on their service requests.
• Collaborate with management to enhance customer satisfaction.

Skills

Customer service experience

Communication skills

Problem-solving skills

Attention to detail

Dispatching tools proficiency

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Company Overview

Fortis Fire & Safety provides industry-leading fire protection & security services across the United States. Our footprint includes California, Florida, North Carolina, and Chicago, with ongoing brand acquisitions. We are a nationwide, next-generation fire protection company committed to a People-First philosophy, investing in training and development and offering a competitive benefits package. If you are ready to be exceptional in your chosen career, apply to work with us today.

Fortis and our family of brands—CJ Suppression, Diversified Systems, Inc., Integrated Fire & Security Solutions, LifeSafety Management, Piper Fire Protection, and VFS Fire & Security Services—deliver comprehensive fire protection and security solutions nationwide. We offer a comprehensive benefits package including:

• 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 company match; Medical, Dental, and Vision insurance
• Company-paid life and short-term disability insurance
• Supplemental Long-term Disability and Life Insurance Packages
• Legal Insurance
• Pet Insurance
• Career Advancement Opportunities

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

Job Summary

Integrated Fire & Security Solution's Orlando, FL branch is seeking a motivated and skilled Customer Service Representative (Dispatcher) to manage all aspects of customer communication, service dispatching, and administrative tasks within our fire safety company. The ideal candidate will have 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 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 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

Physical & Work Environment 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.

Equal Employment Opportunity 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. 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.

E-Verify Notice Fortis Fire & Safety Inc. participates in E‑Verify. We use E‑Verify to confirm the identity and employment eligibility of all new hires. For more information, visit https://www.e-verify.gov

Applicant Notices

Applicants Can Review The Following Required Posters

• E‑Verify Participation Posters
• Right to Work Posters
• Illinois Right to Privacy Poster (English)
• Illinois Right to Privacy Poster (Spanish)
• Illinois Right to Privacy Poster (Polish)