Customer Service Representative; Dispatcher

Company Overview

Fortis Fire & Safety provides industry-leading fire protection & security services across the United States. Our footprint includes California, Florida, North Carolina, and Chicago, with ongoing brand acquisitions. We are a nationwide, next-generation fire protection company committed to a People-First philosophy, investing in training and development and offering a competitive benefits package. If you are ready to be exceptional in your chosen career, apply to work with us today.

Fortis and our family of brands—CJ Suppression, Diversified Systems, Inc., Integrated Fire & Security Solutions, Life Safety Management, Piper Fire Protection, and VFS Fire & Security Services—deliver comprehensive fire protection and security solutions nationwide. We offer a comprehensive benefits package including:

• Paid vacation and sick time
• Company Paid Holidays
• Additional paid time off for life events (e.g., jury duty, bereavement)
• Competitive compensation
• 401(k) retirement plan with company match;
  Medical, Dental, and Vision insurance
• Company-paid life and short-term disability insurance
• Supplemental Long-term Disability and Life Insurance Packages
• Legal Insurance
• Pet Insurance
• Career Advancement Opportunities

Note: This is a general overview of benefits. Specific eligibility and coverage details will be provided during the hiring process.

Integrated Fire & Security Solution's Orlando, FL branch is seeking a motivated and skilled Customer Service Representative (Dispatcher) to manage all aspects of customer communication, service dispatching, and administrative tasks within our fire safety company. The ideal candidate will have prior experience in customer service, dispatching, and administrative duties. Experience with in the construction or fire safety industry is preferred.

• Handle all incoming client calls for service, ensuring excellent customer experience and timely resolution of inquiries.
• Dispatch drivers and service technicians 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 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.

• High School Diploma or GED
• At least 3 years prior experience in a similar customer service/dispatcher role
• 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
• 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

• Prior experience in the construction or fire safety industry
• Prior experience in scheduling and dispatching drivers

Physical & Work Environment This role may require extended periods of sitting or standing, movement around the office or job site, and operation of standard equipment. Physical activities can include reaching, bending, kneeling,…