Customer Service Representative

Customer Service Representative

Rated One of the Top Workplaces in the Greater Pittsburgh Area 2021-2023

The Customer Service Representative plays a key role in ensuring excellent customer service by efficiently scheduling and dispatching service technicians to customer sites. This position is responsible for managing service requests, maintaining clear communication with both customers and field staff, and assisting in the resolution of customer issues in a timely and professional manner. The service coordinator helps ensure that service operations run smoothly, efficiently, and in alignment with company standards.

Essential Duties and Responsibilities: The following list is intended to describe the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. The employer reserves the right to change or assign other duties to this position. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Evaluate and organize service routes to ensure efficient technician scheduling and resource allocation.

Schedule service technicians for customer visits and coordinate follow-up appointments as needed.

Maintain clear and professional communication with customers and internal staff, including technicians and management.

Identify and resolve customer issues promptly to ensure a high level of satisfaction and service quality.

Support the overall mission of the organization by completing related tasks and responsibilities as needed.

Job Requirements & Skills:

High school Diploma or equivalent required

1-3 years of experience in scheduling or routing service technicians, drivers, or product deliveries.

1-3 years of proven customer service experience, demonstrating strong interpersonal skills.

Proficiency in Microsoft Office, especially Word and Excel (word processing and spreadsheets).

Highly organized with excellent attention to detail.

Strong verbal and written communication skills for effective interaction with customers and team members.

Solid problem recognition and solving abilities.

Ability to multi-task and prioritize in a fast-paced environment.

Demonstrated good work history, including reliable attendance and strong work ethic.

Self-motivated and able to work well both independently and as part of a team.

Work Environment & Physical Requirements

Standard daylight shift, Monday through Friday.

Work is primarily performed in an office environment with typical business equipment.

Must be able to sit, stand, and use a computer for extended periods.

Occasional phone and in-person communication with customers and technicians are required.

Compensation & Benefits:

Medical, dental, and vision insurance plans.

Company-paid life insurance and long-term disability insurance

Optional supplemental benefits

Paid time off (PTO) available during your first year of employment.

Seven (7) paid holidays annually.

401K Plan with Safe Harbor Match, including both traditional and Roth options.

Business casual office environment

Employee referral program with rewards for recommending qualified candidates.

Company Culture

We pride ourselves on fostering a culture that values respect, collaboration, and continuous improvement. Our team is built on trust, transparency, and a shared commitment to delivering exceptional service. We encourage open communication, celebrate individual and team achievements, and support professional growth through mentorship and learning opportunities. Employees are empowered to take initiative, contribute ideas, and make a meaningful impact. We believe in maintaining a healthy work-life balance and creating a workplace where people feel valued, supported, and inspired to do their best work every day.

Fire Fighter Sales and Service Co. is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, marital status, family responsibilities, pregnancy, genetic information, veteran, or military status.