Fire Service Coordinator

TRL Systems, Inc; Burbank (CA); On-site; USD 30,000 - 45,000; Full time

Job summary

TRL Systems, Inc. in Burbank, CA is hiring a Service Coordinator to convert incoming service requests into scheduled calls and dispatch technicians. You will manage a service board, maintain CRM data, and ensure timely communication with customers and field staff.

The role focuses on high-quality customer service, accurate documentation, and collaboration across departments. Strong organizational skills, English fluency, and proficiency with MS Office are required.

Qualifications

• Ability to read, write, hear, speak, and comprehend English.
• Excellent written and verbal communication skills.
• Critical thinking, decision making and problem-solving skills.
• Planning and organizational abilities.
• Results oriented: ability to achieve targets within given time.
• Analytical skills to forecast and identify trends.
• Customer service driven.
• Geographical knowledge of service area.
• Fire Life Safety knowledge (preferred).
• Intermediate skill in MS Office suite.

Responsibilities

• Triages and schedules all incoming service requests; updates ticket content and communicates expectations.
• Supports Service Technicians in the field; assists with parts research or ordering.
• Assigns the most appropriate technician to each service ticket per availability.
• Manages Service Board and Dispatch Portal; monitors and updates tickets.
• Follows defined daily opening and closing procedures.
• Maintains CRM data accuracy and timely communications.
• Performs customer satisfaction follow-ups and escalates issues as needed.
• Collaborates with billing/collection teams; logs actions in CRM.
• Manages time and resources to meet deadlines; updates tickets daily.
• Ensures regular communication with customers via phone, email, or systems.

Skills

English proficiency

Communication skills

Problem solving

Planning & organizing

Customer service

MS Office

Geographical knowledge

Fire Life Safety knowledge

CRM software

Tools

CRM software

Job description

• Location 695 S Glenwood Place,Burbank, CA, 91506,United States
• Base Pay $22.00 - $33.00 / Hour
• Relocation Expense Covered No
• Employee Type FT Non-Exempt
• Manage Others No

Position Purpose:
The Service Coordinator is responsible for providing a high level of customer service to both Internal and External customers. He/She has the focus of converting incoming service requests into scheduled service calls, including all necessary customer information and scheduling the appropriate technician. The Service Coordinator is responsible for prioritizing, organizing and dividing incoming calls, assigning them timely and according to customer needs. He/She is primarily responsible for working a Service Board and Dispatch Portal keeping it updated and accurate.
Responsibilities are not limited to but will also include customer service follow up calls, assisting Service Technicians with any and all requests while in the field, ensures customer data is accurate and all necessary documentation is present prior to billing, and maintains the company CRM keeping it updated at all times. This position will also serve as a backup when needed to the Fire Test Repairs Coordinator.

Primary Interactions:
Internal: All levels of Administrative and Management positions across all Divisions and Departments and Service Technicians
External: Customers, Vendors, Manufactures and Contractors

Duties and Responsibilities

• Responsible for triaging and scheduling all incoming service requests; creating and updating ticket content as required and communicating service information/expectations timely to both the customer and Service Technician.
• Supports Service Technicians in the field; communicates with them closely to ensure customer and ticket information is updated and completed accurately. Assists Technicians with any parts research or ordering.
• Ensures that the most applicable Service Technician is assigned to the Service Ticket according to customer request and availability.
• Works a Service Board and Dispatch Portal assigning service calls and meeting ticket monitoring and updating in accordance with Service Department guidelines and expectations.
• Follows defined daily Opening and Closing procedures.
• Keeps information updated and relevant in company CRM system ensuring both customer and technician are communicated with promptly and accordingly.
• Performs customer satisfaction surveys/follow ups and brings concerns and/or issues that can and may impact Customer Service standards to Department Management.
• Works closely with all key personnel involved in any billing/collection efforts. Is a supporting role to ensure timely and professional communication is made/received, supports any documentation requests or correction needs, logs any action/communication into the company CRM via configurations.
• Manages own time and resources to achieve identified objectives; is diligent in meeting all communicated/defined deadlines. Monitors and updates tickets assigned to them in company CRM.
• Ensures that regular and consistent communication takes place with both internal and external customers. Acknowledges and addresses requests received via phone, email or company systems daily.
• Enters accurate time daily on timesheet; providing a real time visual to company management.
• Any additional duties as assigned.

Requirements

• Ability to read, write, hear, speak, and comprehend English
• Excellent written and verbal communication skills
• Critical thinking, decision making and problem-solving skills
• Planning and organizational abilities
• Results oriented: Ability to achieve the target within given time
• Analytical skills to forecast and identify trends and challenges
• Customer Service driven
• Geographical knowledge of service area
• Fire Life Safety knowledge (preferred)
• Intermediate skill in MS Office suite

Summary

At TRL Systems, we've been keeping people and their property safe for over 42 years. As an integrator of Fire Alarm, Nurse Call, and Security systems, everything we do has the potential to save lives and you get to be a part of that. Your role is important and here’s what you can expect as a member of our TRL Team:

• Employee Merit and Longevity Awards: Merit rewards that you can use to get items such as branded apparel, video game consoles, headphones and more and longevity awards like golfing gear, purses, BBQs, and watches just to name a few
• Company Sponsored Events: Family-friendly events with food, games and prizes
• Training and Development: Classes available to develop you personally and professionally to help you be the best version of you possible!
• Career Advancement: We want to partner with you to build a long and successful career at TRL and will help you realize your potential

TRL Systems, Inc. conducts pre-employment drug screening in accordance with Federal Contractor regulations and background checks in accordance with State and local regulations. In addition to having many clients (hospitals, schools, etc.) who require background checks, as a federal contractor TRL is also required to complete a background check for any employee who may work on a federal contract in any capacity. For any position that drives a Company vehicle, our insurance carrier requires criteria to be met and therefore will be a condition of employment.

TRL Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. TRL’s employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, physical or mental disability, sexual orientation, gender identity, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all California locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and/or training.