What are the responsibilities and job description for the Central Station Support (National Customer Service Representative) position at Academy Fire Life Safety?
About This Role: This entry level client support role conducts administrative tasks and fire alarm technical support throughout various stages of the life cycle of a work order. They provide Account Team Support to ensure that our clients’ requests are received, updated, and completed in a satisfactory manner.
What You’ll Do:
- Dispatch and coordinate client service work requests to establish fire alarm monitoring or fire alarm troubleshooting through Academy Fire’s Central Monitoring Station with our national network of sub-contractors and self-performing district offices.
- Provide technical, activation and programming assistance with the fire alarm technicians onsite sent by our national network of sub-contractors and self-performing district offices.
- Follow-up on current customer jobs to make sure they are completed to the customer’s satisfaction. (CONSTANT CONTACT WITH SUBCONTRACTORS AND DISTRICT OFFICES)
- Assist Central Station Manager with work order escalations and research the problem to determine what issues may be affecting the customer.
- Manage service level expectations which include the technician’s arrival & departure times, job quoting and providing timely updates.
- Work with the Central Station Manager and CS Biller on any billing issues and ensure that customers are invoiced in a timely manner.
- Work cross functionally with other teams and departments.
Qualifications and Requirement:
- Knowledge of the functionality of fire alarm control panels.
- Knowledge and understanding of the purpose of a Central Monitoring Station.
- Customer service and/or dispatch experience.
- Knowledge of MS Office: Outlook and Excel.