National Accounts CSR: Detail-Driven Coordinator

Fortis Fire & Safety; Schaumburg (IL); On-site; USD 31,684 - 41,328; Full time

Benefits offered by this job

Paid vacation

Company holidays

PTO for life events

401(k) with match

Medical/Dental/Vision

Job summary

Fortis Fire & Safety in Schaumburg, IL seeks a detail-oriented Customer Service Representative for National Accounts to manage the day-to-day transactional workflow for assigned accounts.

This role owns work order setup, portal updates, scheduling coordination, and documentation, ensuring timely service delivery across multiple branch locations. Strong follow-up discipline and experience with portals are essential to success.

Qualifications

• 2+ years of experience in customer service, account coordination, dispatch, scheduling, or a similar administrative/operational role.
• Strong organizational skills to manage multiple accounts, work orders, and open items.
• Excellent follow-up discipline and attention to detail.
• Experience with business software, work order systems, and customer portals; Q360 or comparable platform is a plus.
• Clear written and verbal communication with customers, branches, and internal teams.
• Ability to escalate issues through the proper channels.

Responsibilities

• Create, update, and maintain work orders in the system with accurate customer, site, and service details.
• Manage customer portal updates and ensure information aligns with account requirements.
• Coordinate inspection scheduling and distribute lists to branches.
• Update ETA dates in systems as provided by branches.
• Handle service call intake, setup, and confirm branch ETAs for requests.
• Follow up with branches to move open items toward completion.
• Track open calls and maintain up-to-date status for assigned accounts.
• Upload reports and invoices to customer portals per requirements.
• Conduct basic QA/QC to verify documentation completeness and accuracy.
• Prepare and submit invoice packages.
• Follow up on missing branch documents and obtain required items.

Skills

Customer service

Account coordination

Scheduling

Documentation

Communication

Q360 or similar

Tools

Q360

Job description

Fortis Fire & Safety in Schaumburg, IL seeks a detail-oriented Customer Service Representative for National Accounts to manage the day-to-day transactional workflow for assigned accounts.

This role owns work order setup, portal updates, scheduling coordination, and documentation, ensuring timely service delivery across multiple branch locations. Strong follow-up discipline and experience with portals are essential to success.