Customer Service Representative (National Accounts)

Customer Service Representative (National Accounts)

Schaumburg, IL

At Fortis Fire & Safety, we provide industry-leading fire protection & security services across the United States. Our ever-growing footprint can be seen in California, Florida, North Carolina, and Chicago, and we are acquiring new brands all the time.

We are proud to work together as one team under the Fortis Fire & Safety family, which includes CJ Suppression, Diversified Systems, Inc., Integrated Fire & Security Solutions, LaMarco Systems, LifeSafety Management, Piper Fire Protection, and VFS Fire & Security Services. United by a shared mission, we deliver comprehensive fire protection and security solutions nationwide.

Joining Fortis means becoming part of a nationwide, next-generation fire protection company. We're dedicated to a People-First philosophy, where we invest in our team through training and development, as well as a competitive benefits package. In return, we expect the very best from each of our employees every day.

If you are ready to be exceptional in your chosen career, apply to work with us today!

Here at Fortis and throughout our family of brands, we offer a comprehensive benefits package that includes:

• Paid vacation and sick time
• Company Paid Holidays
• Additional paid time off for life events (e.g., jury duty, bereavement)
• Competitive compensation
• 401(k) retirement plan with competitive company match
• Medical, Dental, and Vision insurance
• Short-term/Long-term disability insurance
• Life Insurance
• Career Advancement Opportunities and more!

**This is a general overview of benefits. Specific eligibility and coverage details will be provided during the hiring process**

Job Summary:

Fortis Fire & Safety's Schaumburg, IL HQ is seeking a detail-oriented Customer Service Representative to support the National Accounts team by managing the day-to-day transactional workflow for assigned accounts. This role owns work order setup, portal updates, scheduling coordination, customer-required documentation, and routine follow-up to ensure accurate, timely service delivery across multiple branch locations.

This is a process-focused, execution-driven position ideal for a highly organized professional who excels at coordinating details, tracking open items, and keeping workflows moving. The CSR serves as a central coordination point between customers, branches, and the National Accounts team, focusing on transactional execution rather than account strategy, customer relationship ownership, or pricing decisions, which reside with the Account Manager, Operations Lead, and Director. Success in this role requires strong follow-up discipline, comfort working within multiple systems and customer portals, and the ability to escalate issues appropriately.

Essential Duties and Responsibilities:

• Create, update, and maintain work orders in Q360, including entering customer, site, and service details accurately.
• Manage customer portal updates, ensuring information is current and aligned with account requirements.
• Coordinate inspection scheduling and send inspection lists to the appropriate branches.
• Update ETA dates in relevant systems once provided by the branch.
• Handle service call intake and setup, and confirm branch ETAs for service requests.
• Perform routine branch follow-up to keep open items moving toward completion.
• Track open calls and maintain accurate, up-to-date status information for assigned accounts.
• Upload reports and invoices to customer portals in accordance with account requirements.
• Conduct basic QA/QC checklist review to verify documentation completeness and accuracy.
• Prepare and submit invoice packages.
• Follow up on missing branch documentation and ensure required items are obtained.
• Escalate stuck workflow, workload issues, branch non-response, or unclear processes to the Operations Lead.
• Escalate to the Account Manager when an issue impacts customer expectations, revenue, account health, or retention.
• Follow the defined escalation path for any items requiring Director-level attention.

Required Skills & Qualifications

• 2+ years of experience in customer service, account coordination, dispatch, scheduling, or a similar administrative/operational role.
• Strong organizational skills with the ability to manage multiple accounts, work orders, and open items simultaneously.
• Excellent follow-up discipline and attention to detail.
• Proficiency working within business software, work order systems, and customer portals; experience with Q360 or a comparable work order/service management platform is a plus.
• Clear written and verbal communication skills for coordinating with customers, branches, and internal teams.
• Ability to identify when an issue should be escalated and to route it through the appropriate channel.
• Comfortable working in a fast-paced, deadline-driven environment.

Preferred Qualifications:

• Experience in the fire protection, life safety, security, or a related field-service industry.
• Familiarity with inspection scheduling, service dispatch, or invoice/documentation workflows.

This pay range reflects the compensation rate Fortis Fire & Safety reasonably expects to pay for this position at the time of posting. Final compensation may vary based on factors such as experience and skillset. This role is also eligible for benefits including medical, dental, vision, 401k match, pet insurance, short term/long term disability, etc...

Compensation Rate

$23 - $30 USD

This role may require extended periods of sitting or standing, movement around the office or job site, and operation of standard equipment. Physical activities can include reaching, bending, kneeling, climbing, and lifting up to 75 lbs. Field positions may involve heavy lifting, working in varying climates (including outdoor conditions), construction or low-voltage environments, and exposure to dust, noise, or confined spaces. Personal protective equipment (PPE) may be required. Some roles may require travel.

Fortis Fire & Safety Inc. is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations are available for individuals with disabilities to perform the essential functions of their jobs. Employment is contingent upon successful completion of job-related pre-employment screenings, which may include a background check and/or drug testing, in accordance with applicable laws.