Customer Service Representative

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

Job Summary: 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.

• Strategically evaluate and organize service routes to optimize technician scheduling and resource utilization.
• Schedule and dispatch service technicians for customer visits, ensuring timely follow-ups and appointment coordination.
• Maintain clear, courteous, and professional communication with customers, technicians, and internal teams.
• Monitor service requests and proactively address customer concerns to ensure high satisfaction and service excellence.
• Utilize FirePro (Microsoft Dynamics) and other scheduling tools to manage service workflows and documentation.
• Collaborate with internal departments to support operational goals and contribute to continuous improvement initiatives.
• Assist with administrative tasks and special projects assigned to support the broader mission of the organization.

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.