Customer Service Dispatcher Service Life Safe

Why Benson

At Benson, we're more than just a company; we're a dedicated team making a real difference. As leaders in fire protection and life safety solutions, we ensure the safety of our clients' facilities with top-tier services and unwavering standards. Join our culture of excellence and innovation to grow personally and professionally while impacting the safety of our communities.

Position Summary

The Customer Service Representative (CSR) serves as the primary point of contact for clients, contractors, and internal teams regarding fire alarm systems and related services. This role requires exceptional organizational skills, the ability to manage multiple priorities simultaneously, and leadership capabilities to oversee a small team of support staff. The CSR ensures timely resolution of inquiries, accurate scheduling of service calls, and compliance with industry standards and company policies.

Key Responsibilities

• Coordinates scheduling of work with customers, technicians, service manager and project managers to maximize customer satisfaction. Also considers customer urgency, parts/materials availability, and available manpower.
• Checks in with technicians via phone, text, and email; provides them with hourly/daily updates on service job requests.
• Primary contact between the customer and the service department (owner, service manager, technicians, and accounting). regarding service call type, location, and scope of work.
• To meet the deadline and the needs of the customers, you will work aggressively on multiple tasks.
• Accurately review all previous day field visits and send updates to customers, service manager, and owner as needed.
• Proactively identify customer service issues and resolve them promptly
• As part of the customer service team, you will gain experience with Benson Customer Service and Scheduling practices.
• The software utilized in the customer service center will be taught to you so that you are familiar with its use.

Required Qualifications

• Knowledge of Arizona mapping to be able to schedule technicians efficiently.
• 3 years of experience in Fire Life Safety or a related field is preferred, but not required
• Experience in computer skills, including MS Outlook (Email and Scheduling), Word, and Excel. Service Titan and Salesforce preferred.
• Strong communication skills, both verbal and written.
• Dedicated to teamwork and self-motivation
• Dependable, reliable, and punctual.
• Strong problem-solving skills, ability to think critically under pressure.
• Strong attention to detail is a must.
• Experience and basic knowledge of customer service, dispatching, and scheduling
• Professional demeanor and experience dealing with confidential information.

Work Environment & Physical Requirements (If applicable)

• Ability to sit/stand for extended periods
• Ability to lift to 10 pounds

Compliance and Standards:

• Adherence to company policies, procedures, and applicable laws.
• Maintain confidentiality and uphold ethical standards.

Join Benson Systems, Where Your Talent Thrives!

At Benson Systems, we believe great people deserve great support. When you join our team, you're not just accepting a job, you're becoming part of a company that invests in your well-being, growth, and success.

• Outstanding Benefits Enjoy comprehensive health insurance for you and your family, including 100% company-paid employee-only medical coverage, plus robust dental and vision plans, a 401(k), and even pet insurance.
• We Invest in Your Expertise We pay for required certifications and license renewals so you can focus on advancing your skills without added financial stress.
• Generous Paid Time Off Take time to recharge, travel, or be with the people who matter most. We value work-life balance.
• Competitive Compensation Your work matters, and we make sure you're rewarded with a compensation package that reflects your contributions.
• Career Growth Opportunities Build a future with us through ongoing professional development and advancement opportunities.
• A Family-First Culture Enjoy company gatherings where families are welcome, creating a supportive, inclusive environment that truly feels like a community.

EEO Statement:

Benson Systems is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment without regard to any of these protected characteristics.