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National Customer Service Representative

2 months ago

Dallas, Texas, United States Impact Fire Services Full time
About This Role

This entry-level client support position conducts administrative tasks throughout various stages of the life cycle of a work order. The successful candidate will provide frontline assurance that our clients' requests are being received, updated, and completed in a satisfactory manner.

Key Responsibilities
  • Dispatch and coordinate client service work requests to repair and maintain fire alarm systems, fire sprinklers, and other fire protection equipment with our national network of subcontractors and self-performing district offices.
  • Follow up on current customer jobs to ensure they are completed to the customer's satisfaction.
  • Handle all escalated calls and research the problem to determine what issues may be affecting the customer.
  • Manage service level expectations, including technician arrival and departure times, job quoting, and providing timely updates.
  • Work with the Accounting Department on any billing issues and ensure that customers are invoiced in a timely manner.
  • Collaborate cross-functionally with other teams and departments.
Requirements
  • Customer service and/or dispatch experience.
  • Knowledge of MS Office: Outlook and Excel.
Ideal Candidate
  • Strong verbal and written communication skills.
  • Professional demeanor.
  • Sense of urgency.
  • Detail-oriented.
  • Production/task-focused.
  • Ability to multitask.
  • Time management skills.
  • Problem-solving skills.
  • Team player.

National facilities maintenance experience is a plus.

Successful completion of a drug test and pre-employment background screening is required. MVR checks are required for all driving positions.