Customer Service Representative

Job Description

Job Description

We do not accept unsolicited resumes from third-party agencies. Resumes submitted without prior approval from our Talent Acquisition team will not be eligible for placement fees.

Company Overview

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:

LifeSafety Management is seeking a motivated, organized, and customer-focused Customer Service Representative / Service Dispatcher to join our team. This position plays an important role in ensuring excellent customer service, coordinating daily service operations, scheduling technicians, and maintaining accurate service records. 

The ideal candidate has experience in customer service, dispatching, and administrative support. Experience in the construction, fire alarm, or life safety industry is preferred. If you thrive in a fast-paced environment, communicate effectively, and can manage multiple priorities while maintaining attention to detail, we encourage you to apply. 

Essential Duties and Responsibilities:

• Answer incoming customer calls, respond to service requests, and provide professional, courteous customer support. 
• Schedule, dispatch, and track service technicians and drivers to ensure efficient service delivery and timely completion of work orders. 
• Create and maintain service work orders, ensuring accurate documentation and follow-up. 
• Communicate service updates, scheduling information, and job status to customers throughout the service process. 
• Maintain and renew fire alarm system certificates and update company databases as required. 
• Enter low-voltage repair reports into the Compliance Engine database. 
• Develop a working knowledge of company services, products, procedures, and pricing to assist customers accurately. 
• Address customer complaints and service concerns professionally, coordinating with management when necessary. 
• Work closely with service technicians, management, and other departments to support daily operations and improve efficiency. 
• Assist in improving customer service processes, dispatch procedures, and administrative workflows. 
• Maintain accurate records and ensure compliance with company policies, procedures, and applicable safety requirements. 

Required Skills & Qualifications

• High school diploma or GED. 
• At least three years of experience in customer service, dispatching, or a similar administrative support role. 
• Excellent verbal and written communication skills. 
• Strong organizational skills and attention to detail. 
• Ability to multitask, prioritize competing demands, and work effectively under pressure. 
• Strong problem-solving skills and sound judgment. 
• Proficiency in Microsoft Office and the ability to learn customer management, scheduling, and dispatch software. 
• A professional, customer-focused attitude and the ability to work effectively as part of a team. 

Preferred Qualifications:

• Experience in the fire alarm, fire protection, construction, or life safety industry. 
• Experience scheduling and dispatching service technicians, drivers, or field personnel. 
• Familiarity with fire alarm systems, service work orders, compliance documentation, or low-voltage repair reporting. 

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.

Applicant Notices

Fortis Fire & Safety provides required federal, state, and local labor law notices to all applicants.

Applicants may review the following notices at any time:

Federal Notices

• FMLA General Notice (English)
  
• FMLA General Notice (Spanish)
  
• USERRA Rights Notice (English)
  
• USERRA Rights Notice (Spanish)
• Employee Polygraph Protection Act (EPPA) Notice (English)
• Employee Polygraph Protection Act (EPPA) Notice (Spanish)
• E‑Verify Participation Posters
• Right to Work Posters

E-Verify Notice

Fortis Fire & Safety Inc. participates in E‑Verify. We use E‑Verify to confirm the identity and employment eligibility of all new hires. For more information, visit

Illinois Notices

• Your Rights Under Illinois Employment Laws
  
• Illinois Paid Leave for All Workers Act
  
• Illinois Equal Pay Act – Pay Transparency Notice
  
• VESSA (Victims' Economic Security and Safety Act)
• Illinois Right to Privacy Poster (English)
• Illinois Right to Privacy Poster (Spanish)
• Illinois Right to Privacy Poster (Polish)

California Notices

• CA Minimum Wage
• CA Paid Sick Leave
• CA Pregnancy Disability/CFRA Leave
• CA Whistleblower Protections
• CA Transgender Rights

North Carolina Notices

• NC Wage & Hour Notice
• NC OSHA Notice