Customer Service Representative

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.