Customer Service Representative

At VFS, 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

Essential Duties & Responsibilities:

We are looking for a motivated and skilled Customer Care Specialist and Dispatcher to manage all aspects of customer communication, service dispatching, and administrative tasks within our fire safety company. The ideal candidate will possess prior experience in Customer Service, dispatching, and administrative duties. Experience within the construction or fire safety industry is considered a significant advantage.

• Handle all incoming client calls for service, ensuring excellent customer experience and timely resolution of inquiries.
• Dispatch drivers and service technicians effectively to various job sites, ensuring timely arrival and efficient service delivery.
• Prepare accurate invoices, pricing details, and confirm job costs of service repairs for each client, maintaining meticulous records.
• Set up, schedule, dispatch, and track all service work orders to ensure timely completion and client satisfaction.
• Provide timely updates to clients regarding the status of their service requests, ensuring transparency and clear communication throughout the process.
• Maintain a comprehensive understanding of our company's services, products, and pricing to provide accurate information and recommendations to clients.
• Collaborate with the management team to identify and implement strategies for enhancing customer satisfaction and improving operational efficiency.
• Handle any customer complaints or issues with professionalism and efficiency, ensuring resolutions that align with company policies and customer satisfaction goals.
• Assist in the development and implementation of improved Customer Service procedures and protocols to optimize the overall customer experience.
• Adhere to all company policies, procedures, and safety regulations, ensuring compliance at all times.

Required Qualifications:

• High School Diploma or GED
• At least 2 years prior experience in Customer Service over the phone and dispatching is required.
• Proven ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Excellent communication and interpersonal skills with a strong customer-centric approach.
• Proficient in using Customer Service software, dispatching tools, and Microsoft Office applications.
• Familiarity with the construction or fire safety industry is a significant advantage.
• Ability to work well under pressure in a fast-paced and dynamic work environment.
• Strong problem-solving skills and the ability to make effective decisions in a timely manner.

Preferred Qualifications:

• Prior experience in the construction or fire safety industry

Compensation:

$23 - $28/hour depending on experience

Physical Requirements

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is frequently required to stand for 8 hours, walk, sit, and climb stairs, or balance. The employee 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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