Customer Service Representative at Fire Fighter Sales & Service Company in Fire Fighter Sales and Svcs Co - Warrendale, PA 15086

Job description

• Job Summary: The Customer Service Representative plays a key role in ensuring excellent customer service by efficiently scheduling and dispatching service technicians to customer sites. This position is responsible for managing service requests, maintaining clear communication with both customers and field staff, and assisting in the resolution of customer issues in a timely and professional manner. The service coordinator helps ensure that service operations run smoothly, efficiently, and in alignment with company standards.

Responsibilities

• Essential Duties and Responsibilities: The following list is intended to describe the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. The employer reserves the right to change or assign other duties to this position. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
• 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 assigned to support the broader mission of the organization.

Requirements

• High School Diploma or equivalent required; post-secondary education or relevant certifications are a plus.
• 1–3 years of experience in scheduling, dispatching, or coordinating service technicians, drivers, or deliveries.
• 1–3 years of customer service experience with a proven ability to build rapport and resolve issues effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with FirePro (Microsoft Dynamics) or similar ERP/CRM systems is strongly preferred.
• Exceptional organizational skills with strong attention to detail and accuracy.
• Excellent verbal and written communication skills for effective interaction across all levels of the organization.
• Strong problem-solving abilities with a proactive and solution-oriented mindset.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Demonstrated reliability, strong work ethic, and consistent attendance.
• Self-motivated and capable of working independently as well as collaboratively within a team.

Skills

Required

• Exceptional organizational skills
• Strong attention to detail and accuracy
• Strong problem-solving abilities
• Proactive and solution-oriented mindset
• Ability to manage multiple priorities
• Demonstrated reliability
• Strong work ethic
• Consistent attendance
• Self-motivated
• FirePro (Microsoft Dynamics)
• ERP/CRM systems

Benefits

• Hourly rate: $20.00 - $26.00, depending on experience and qualifications.
• Medical, dental, and vision insurance plans.
• Company-Paid lie insurance and long-term disability insurance
• Optional supplemental benefits
• Paid time off (PTO) available during your first year of employment
• Seven (7) paid holidays annually
• 401K Plan with Safe Harbor Match, including both traditional and Roth options
• Business casual office environment
• Employee referral program with rewards for recommending qualified candidates