National Customer Service Representative

Impact Fire; Arlington (TX); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Weekly pay on Friday

Career growth opportunities

Comprehensive benefits (healthcare, 4x

Disability coverage

401(k) company match

Employee ownership program

Mentor guidance

Collaborative culture

Exposure to top fire protection talent

Job summary

Academy Fire Life Safety is seeking a National Customer Service Representative to handle client requests and coordinate field work orders in a fast-paced national environment.

The role requires strong communication, organization, and multitasking skills to ensure timely updates and accurate documentation across client portals and internal systems.

Qualifications

• Strong verbal and written communication skills are required.
• Professionalism and a sense of urgency are essential.
• Ability to multitask and manage time effectively while handling client requests.

Responsibilities

• Receive and acknowledge client service requests.
• Schedule new and return-trip work orders between technicians and site contacts.
• Update internal notes and third-party portals with progress.
• Follow up on scheduled work orders to confirm completion/status.
• Prepare and submit proposals on client portals.
• Identify and elevate issues between vendor and client with AM/JR involvement.
• Manage customer NTE limits and KPI responses.

Skills

Communication

Professionalism

Sense of Urgency

Detail Oriented

Multitasking

Time Management

Problem Solving

Written Communication

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Job description

Academy Fire Life Safety offers national one-stop fire and life safety services through our network of self-perform districts and trusted vendor partners. Our experienced account managers ensure clients across the country receive the same quality service for fire safety systems. We combine unmatched industry knowledge and scale with personal service and accountability.

Join our team with over 80 years in business and two decades serving hundreds of national and regional account customers. Academy Fire offers unparalleled expertise in the management of multi-site fire and life safety protection. Through our customer service centers in New York and California, we provide coverage 24/7, 365 days a year.

Benefits of joining Academy Fire Life Safety

When you join Academy Fire you will receive:

• Competitive compensation

• Pay is on a weekly cycle, every Friday

• Career Advancement Opportunities

• Competitive benefits, including healthcare, dental, vision, life insurance, paid time off and holidays

• Company paid short and long-term disability

• Immediately vested in our 401(k) company match

• Full-time employees participate in our Shared Ownership Program which offers a monetary bonus aligned to the company's long-term success. This program fosters an ownership mindset and ensures that every employee meaningfully shares in the success they help create.

• Exceptional guidance and support from our managers

• Collaborative culture & environment

• Opportunity to work alongside some of the best talent in the fire protection industry

National Customer Service Representative

JOB SUMMARY:

This entry level client support role conducts administrative tasks throughout various stages of the life cycle of a work order. They provide frontline assurance that our clients requests are being received, updated, and completed in a satisfactory manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receipt and acknowledgement of client service requests

• Scheduling new and return trip work orders between technicians and site contacts

• Updating internal notes and third-party portals on all progress

• Follow up on scheduled work orders to validate completion/status

• Prepare and submit proposals on client portals

• Identify and elevate issues between vendor and/or client in collaboration with JR and or AM.

• Manage customer NTE limits

• Manage response to client KPI’s, Initial response, time to complete, IVR utilization

SKILLS:

• Strong verbal and written communication skills

• Professionalism

• Sense of Urgency

• Detail oriented

• Production/Task focused

• Ability to Multitask

• Time Management skill

• Problem Solving

REQUIRED EXPERIENCE /QUALIFICATIONS:

Years of Experience 0-2 years related functional experience

Education High School Diploma or equivalent

Certification / Licenses N/A

Technical Skills N/A

Technology Microsoft Office Suite

TRAVEL:

This position may require approximately 0% travel

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Successful completion of a drug test and pre-employment background screening is required. MVR checks are required for all driving positions.

We look forward to talking with you about career opportunities with Academy Fire Life Safety.

Employment with an Equal Opportunity Employer (EOE) including disability/veterans.

Job Details

Pay Type Hourly

Education Level High School

Travel Required No