Customer Service Coordinator​/Administrator

Company Description

Thank you so much for considering our company in your career search! Classic Fire + Life Safety is a leader in the fire protection and life safety industry because of our talented, knowledgeable, and motivated staff. We know that it is our people who make the difference, and we are looking to grow our team of passionate professionals. Interested in joining us?

Our goal is to partner with our customers, to ensure their building, and the people in them are safe, from new building construction activities, modernization activities, and demand for system upgrades, through to preventative maintenance and service.

• CFLS is a caring company who values our staff.
• CFLS is local and is part of the community.
• CFLS is a full-service fire protection contractor.
• A great working environment with opportunities for career advancement.
• Comprehensive Group benefits.
• Educational assistance program.
• Employee referral bonus program.
• Social events:
  Building camaraderie and fostering a sense of community is essential.

The candidate is motivated, with a strong technical and administrative focus to support the company’s field service operations. This role will be responsible for reviewing and delivering documentation from the reporting system and ensure the customer journey meets expectations. This role will require an ability to work effectively with other departments such as field services, continuous improvement, scheduling, accounting, IT and Sales.

The role will support back office administrative functions and provide quality control support to ensure accurate and complete documentation records.

This job description is to be used as a guideline only and may not incorporate all functions of the job. This is a 12‑month, in‑office contract position, with the chance of transitioning to permanent employment.

• Preparing, coordinating, and implementing schedules for our mobile Fire & Life Safety Inspections Services Team at the prescribed intervals to meet scheduling KPI’s
• Effectively communicate with our field staff, customers, contractors, vendors and external resources on date/time and details regarding field service appointments
• Assess job readiness, and ensure all scheduled jobs are verified with customers at prescribed intervals prior to field deployment
• Maintain all appointment, software, and system records to ensure they are accurate and updated (i.e. site contacts, scope of work & deliverables, equipment and tooling needs, reports, etc.)
• Ensure field service staff are effectively and efficiently scheduled at least 2 weeks in advance, ensuring appointment scopes align with technician/fitter skills required to complete the work, and to avoid scope creep
• Work with Scheduling Supervisor, Service Managers, and Field Service Staff to ensure appropriate time is allocated to inspection service jobs. Involvement and adherence to RTG and Job Duration will assist with this requirement.
• Work closely with the clients, Scheduling Supervisor, Service Managers, and Field Service Staff to ensure our Fire & Life Safety Inspections are completed on‑time and error free, with minimal return visits
• Inspection report framework establishment
• Verification of final service order and inspection report accuracy
• Opportunity verification/quality-check for service contract and service order creation
• ERP service contract establishment by client and service order type
• Service order and documentation preparation for field staff to complete in accordance with the scope of work
• Purchase order creation
• ERP service contract and service order input/output workflow
• Other duties as assigned

• Ensure client records are accurate and updated in our ERP, inspection reporting platforms, network drives and files
• Work with sales to establish client accounts
• Work with Service Managers weekly on “Work In Progress” reviews
• Provide Back‑Up support for Emergency Service Dispatch
• Provide Back‑Up to Reception/front desk, including phone coverage
• Other duties as assigned

• Minimum 2 years’ experience in customer service, work planning, scheduling, dispatching, and redeployment…