National Customer Service Representative; Monitoring

Academy Fire Life Safety offers national one‑stop fire and life safety services through our network of self‑perform districts and trusted vendor partners. Our experienced account managers ensure clients across the country receive the same quality service for fire safety systems. We combine unmatched industry knowledge and scale with personal service and accountability.

Join our team with over 80 years in business and two decades serving hundreds of national and regional account customers. Academy Fire offers unparalleled expertise in the management of multi‑site fire and life safety protection. Through our customer service centers in New York and California, we provide coverage 24/7, 365 days a year.

• Competitive compensation
• Pay is on a weekly cycle, every Friday
• Career Advancement Opportunities
• Competitive benefits, including healthcare, dental, vision, life insurance, paid time off and holidays
• Company paid short and long‑term disability
• Immediately vested in our 401(k) company match
• Full‑time employees participate in our Shared Ownership Program which offers a monetary bonus aligned to the company’s long‑term success. This program fosters an ownership mindset and ensures that every employee meaningfully shares in the success they help create.
• Exceptional guidance and support from our managers
• Collaborative culture & environment
• Opportunity to work alongside some of the best talent in the fire protection industry

This entry level client support role conducts administrative tasks and fire alarm technical support throughout various stages of the life cycle of a work order. They provide Account Team Support to ensure that our clients’ requests are received, updated, and completed in a satisfactory manner.

• Dispatch and coordinate client service work requests to establish fire alarm monitoring or fire alarm troubleshooting through Academy Fire’s Central Monitoring Station with our national network of sub‑contractors and self‑performing district offices.
• Provide technical, activation and programming assistance with the fire alarm technicians onsite sent by our national network of sub‑contractors and self‑performing district offices.
• Follow‑up on current customer jobs to make sure they are completed to the customer’s satisfaction. (CONSTANT CONTACT WITH SUBCONTRACTORS AND DISTRICT OFFICES)
• Assist Central Station Manager with work order escalations and research the problem to determine what issues may be affecting the customer.
• Manage service level expectations which include the technician’s arrival & departure times, job quoting and providing timely updates.
• Work with the Central Station Manager and CS Biller on any billing issues and ensure that customers are invoiced in a timely manner.
• Work cross functionally with other teams and departments.

• Knowledge of the functionality of fire alarm control panels.
• Knowledge and understanding of the purpose of a Central Monitoring Station.
• Customer service and/or dispatch experience.
• Knowledge of MS Office:
  Outlook and Excel.

• Strong verbal and written communication skills (Strong Phone Skills)
• Professional
• Sense of urgency
• Detail oriented
• Production/Task focused
• Ability to multitask
• Time management skills
• Problem solving skills
• Team player

National Facilities Maintenance experience is a plus!

Successful completion of a drug test and pre‑employment background screening is required. MVR checks are required for all driving positions.

Employment with an Equal Opportunity Employer (EOE) including disability/veterans.

Pay Type:

Hourly