At LifeSafety Management, A Fortis Fire & Safety Brand, we provide industry-leading fire protection services across the United States. Our ever-growing footprint can be seen in California, Florida, Texas, and Chicago and we are acquiring new brands all the time.

Our team provides a full spectrum of specialized and certified service professionals to support your company and protect your building with the peace of mind of properly installed and maintained fire and life safety systems.

Here at Fortis and throughout our family of brands, we value our employees and offer competitive benefits which include:

• 2 weeks of paid vacation
• 1 week of paid sick time
• 10 Company Paid Holidays
• Other paid time off (jury duty, bereavement)
• Competitive pay
• 401k with company match
• Medical, Dental, and Vision
• Company-paid Life Insurance
• Company-paid Short-term Disability
• Supplemental Long-term Disability and Life Insurance Packages
• Legal Insurance
• Pet Insurance
• Career Advancement Opportunities

As a Customer Service Specialist for our Fire Suppression department, you play a pivotal role in ensuring the efficient deployment of service technicians to address fire suppression system maintenance, inspections, and emergency calls. You will be responsible for managing incoming service requests, scheduling technicians, coordinating with clients, and maintaining accurate records of service activities. Your ability to communicate effectively, prioritize tasks, and remain calm under pressure is crucial for success in this role.

Essential Duties & Responsibilities

• Dispatch Management:
  • Receive incoming service requests via phone, email, or dispatch software.
  • Prioritize and schedule service appointments based on urgency, technician availability, and client requirements.
  • Maintain clear and constant communication with service technicians regarding job assignments, changes in schedule, and emergency calls.
  • Coordinate with other departments and external stakeholders to ensure timely response to service requests.
• Customer Interaction:
  • Serve as the primary point of contact for clients requesting fire suppression system services.
  • Communicate with clients to gather relevant information about service needs, scheduling preferences, and site-specific requirements.
  • Provide clients with accurate estimates of service costs, scheduling availability, and expected timelines.
  • Address client inquiries, concerns, and complaints in a professional and courteous manner.
• Record Keeping:
  • Maintain comprehensive records of service requests, job assignments, technician schedules, and service outcomes.
  • Update databases, spreadsheets, and software systems with relevant information pertaining to service activities.
  • Generate reports summarizing service performance metrics, including response times, completion rates, and customer satisfaction scores.
• Emergency Response:
  • Monitor emergency dispatch channels and respond promptly to fire suppression system emergencies.
  • Coordinate with emergency services, including fire departments and first responders, to ensure swift and effective response to emergencies.
  • Implement emergency protocols and procedures to mitigate risks and minimize damage in critical situations.
• Team Collaboration:
  • Collaborate with service technicians, supervisors, and other departmental staff to optimize workflow efficiency and service quality.
  • Communicate effectively with team members to relay important information, updates, and changes in procedures.
  • Participate in team meetings, training sessions, and performance reviews to contribute to departmental goals and objectives.

Required Qualifications

• High School Diploma or Equivalent
• Proven experience in a dispatching or scheduling role
• Strong communication skills, both verbal and written, with the ability to interact professionally with clients, colleagues, and emergency responders.
• Excellent organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple priorities simultaneously.
• Proficiency in computer applications and software systems commonly used in dispatch operations, such as dispatch software, Microsoft Office Suite, and databases.
• Ability to remain calm and composed under pressure, especially during emergency situations.
• Flexibility to work occasional evenings, weekends, or holidays as needed to accommodate emergency calls and fluctuations in service demand.

Preferred Qualification

• Education or training in dispatching, customer service, or fire protection is preferred.
• Proven experience in a dispatching or scheduling role, preferably in a fire protection or related field.
• Knowledge of fire suppression systems, equipment, and terminology is a plus.
• Ability to remain calm and composed under pressure, especially during emergency situations.
• Flexibility to work occasional evenings, weekends, or holidays as needed to accommodate emergency calls and fluctuations in service demand.

Compensation $20 - $25 per hour

Physical Requirements

While performing the duties of this job, the Team member is regularly required to use hands to finger, handle, or feel and talk or hear. The Team member is frequently required to reach with hands and arms and stoop, kneel, crouch, or crawl. The Team member is frequently required to stand, walk, sit, and climb stairs, or balance. The Team member must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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