Service Dispatch & Customer Experience Coordinator

Fire Fighter Sales & Service Company; Warrendale (Allegheny County); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

7 paid holidays

401K plan with match

Company-Paid life insurance

Long-term disability insurance

Business casual office environment

Employee referral program

Job summary

Fire Fighter Sales & Service Company seeks a Customer Service Representative to efficiently schedule and dispatch service technicians to customer sites. You will manage service requests, communicate with customers and field staff, and aid in resolving issues promptly.

The role emphasizes coordinating routes, maintaining professional communication, and supporting service operations in a dynamic office setting.

Qualifications

• High School Diploma or equivalent required; post-secondary education or relevant certifications are a plus.
• 1–3 years scheduling, dispatching, or coordinating service technicians, drivers, or deliveries.
• 1–3 years of customer service experience with rapport-building and issue resolution.
• Proficiency in Microsoft Office Suite; experience with FirePro (Microsoft Dynamics) or similar ERP/CRM systems strongly preferred.
• Excellent organizational skills with attention to detail and accuracy.
• Strong verbal and written communication skills across all levels of the organization.
• Proactive, solution-oriented mindset and ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Strategically evaluate and organize service routes to optimize technician scheduling and resource utilization.
• Schedule and dispatch service technicians for customer visits, ensuring timely follow-ups and appointment coordination.
• Maintain clear, courteous, and professional communication with customers, technicians, and internal teams.
• Monitor service requests and proactively address customer concerns to ensure high satisfaction and service excellence.
• Utilize FirePro (Microsoft Dynamics) and other scheduling tools to manage service workflows and documentation.
• Collaborate with internal departments to support operational goals and contribute to continuous improvement initiatives.
• Assist with administrative tasks and special projects as needed.

Skills

Scheduling & dispatching

Customer service

MS Office

FirePro / Dynamics

Communication

Prioritization

Education

High school diploma

Additional certifications

Tools

FirePro (Microsoft Dynamics)

Job description

Fire Fighter Sales & Service Company seeks a Customer Service Representative to efficiently schedule and dispatch service technicians to customer sites. You will manage service requests, communicate with customers and field staff, and aid in resolving issues promptly.

The role emphasizes coordinating routes, maintaining professional communication, and supporting service operations in a dynamic office setting.