National Customer Service Representative

Academy Fire Life Safety; Long Beach (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Academy Fire Life Safety is seeking a National Customer Service Representative in Long Beach, CA. This entry‑level role handles client requests, coordinates work orders with technicians and site contacts, and maintains progress notes across portals.

The position emphasizes timely communication, multitasking, and problem solving, with a standard Monday–Friday schedule and full‑time classification, reporting to Account Manager within the Account Management department.

Qualifications

• 0–2 years related functional experience.
• High School Diploma or equivalent.
• N/A certifications/licenses.
• Microsoft Office Suite familiarity.

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 on progress.
• Follow up on scheduled work orders to validate status.
• Prepare and submit proposals on client portals.
• Identify and elevate issues between vendor and client in collaboration with JR and/or AM.
• Manage customer NTE limits.
• Manage response to client KPIs (Initial response, time to complete, IVR utilization).

Skills

Verbal communication

Written communication

Professionalism

Sense of urgency

Detail oriented

Multitasking

Time management

Problem solving

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Job description

Job Title: National Customer Service Representative

Reports To:Account Manager

Dept / Branch: Account Management

Regular Schedule: Standard M - F

Classifications: Full-time

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.

Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.