National Customer Service Representative

Academy Fire; Tempe (AZ); On-site; USD 34,000 - 42,000; Full time

Job summary

Academy Fire is seeking an entry-level National Customer Service Representative in Tempe. The role provides frontline client support, ensuring requests are received, updated, and completed satisfactorily throughout the work order lifecycle.

You will handle communication, document updates, and coordinate with technicians and sites to ensure timely progress, while maintaining accuracy in notes and portals. Excellent communication and multitasking are essential for success.

Qualifications

• 0–2 years related functional experience
• High School Diploma or equivalent
• Microsoft Office Suite proficiency

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

Communication

Professionalism

Sense of Urgency

Detail oriented

Production/Task focused

Multitask

Time management

Problem solving

Education

High School Diploma

Tools

Microsoft Office Suite

Job description

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