Customer Service Representative

Customer Service Representative

Fire Fighter Sales and Svcs Co - Warrendale, PA 15086

Position Type Full Time Job Shift Day Education Level High School Diploma or Equivalent Travel Percentage None Category Customer Service

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.

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.

Qualifications

Job Requirements & Skills:

• High School Diploma or equivalent required; post-secondary education or relevant certifications are a plus.
• 13 years of experience in scheduling, dispatching, or coordinating service technicians, drivers, or deliveries.
• 13 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.

Work Environment & Physical Requirements:

• Standard daylight shift, Monday through Friday.
• Work is primarily performed in an office environment with typical business equipment.
• Must be able to sit, stand, and use a computer for extended periods.
• Occasional phone and in-person communication with customers and technicians are required.

Compensation & Benefits:

• Hourly rate: $20.00 - $26.00, depending on experience and qualifications.
• Medical, dental, and vision insurance plans.
• Company-Paid life 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

Company Culture

We pride ourselves on fostering a culture that values respect, collaboration, and continuous improvement. Our team is built on trust, transparency, and a shared commitment to delivering exceptional service. We encourage open communication, celebrate individual and team achievements, and support professional growth through mentorship and learning opportunities.

Employees are empowered to take initiative, contribute ideas, and make a meaningful impact. We believe in maintaining a healthy work-life balance and creating a workplace where people feel valued, supported, and inspired to do their best work every day.