Service Coordinator / Dispatcher

Service Coordinator / Dispatcher

A Bit About Us

We are the leading provider of services and equipment for the fire protection and safety operations in the Pacific Northwest.  Fire Extinguisher Service Center, a division of Northwest Fire Inc, is a family-owned and operated business serving the Oregon and Southwest Washington communities for over 60 years. We serve the commercial and residential customers, functioning as a single-point-of-contact for all their fire-life systems and protection needs, including products and services to protect their premises and compliance with property insurance providers, local, state, federal codes and regulations.

Responsibilities

We are seeking an experienced full-time Service Coordinator/Dispatcher to join our growing team.  The ideal candidate will be a self-driven ‘go-getter’ and masterful in logistics. The candidate will play a key role in helping to coordinating inspections, repairs and reporting requirements amongst our customers, technical team members and vendors.  The ideal candidate must have excellent customer service skills be comfortable communicating with our customers, be flexible and agile, able to collaborate across internal and external teams.

General Duties

• Engage and communicate directly with current and prospective customers to schedule fire life safety system inspections (sprinkler systems, suppression systems, fire extinguishers, back-flow devices)
• Work directly with our customers to coordinate periodic inspections and/or repairs, as needed, by scheduling technicians to ensure timely and efficient customer service
• Maintain and assist with managing ticketing application and workflow levels for the field technicians
• Assist with establishing and ensuring uniformity of customer correspondence in accordance with company policies and procedures
• Review completed work and assist accounting/billing team with customer invoicing as needed
• Advise customers where applicable regarding company products, services, and/or code compliance testing required
• Work with field technical teams to assist in resolving scheduling, work-order issues and/or accessing work sites including return trips and/or multi-period projects
• Assist with ordering parts and ensuring timely delivery and/or coordination of parts pick- up as needed
• Prepare timely service tickets and communicate with technical teams on daily tasks, short-term and medium-term tasks
• Develop and maintain good relationships with customers with the desire of delivering stellar service
• Other general duties and responsibilities as may be assigned

Compensation package including:

• Aggressively competitive compensation, depending on experience.  Plus, monthly bonus for your contributions to the success of the company  
• Healthcare insurance - Medical, Dental, and Vision with generous employee and dependent support
• Retirement plan with a company match
• Employee assistance program
• Paid Time Off and paid holidays
• Flexible, employee friendly policies
• Sponsorship & reimbursement for continuing education, licensing, and certifications 

Ideal Candidates Requirements

• 3+ years of experience in some combination of customer service/call-center environment/project management and/or technical dispatching
• Knowledge of fire systems and/or safety systems, a plus, but not required 
• Proficiency in using multiple mediums for communications amongst internal teams, customers, and vendors (telephone, social media, texts, email), a major plus
• Experience working with ERP software applications – creating work orders, change orders and modifications as needed
• Experience working with Office 365 suite of products (Excel, Word, Outlook, Teams, etc.), knowledge of SharePoint a plus
• Ability to multi-task, identify and solve problems, be flexible and adapt to change in a fast-paced environment
• Attention to details and documentation precision, a must
• Excellent verbal and written communication skills, ability to communicate with technicians while translating in ‘laymen’ terms to our customers, a must
• Ability to work independently, complete assigned tasks with minimum guidance
• Desire to win, have fun and enjoy what you do daily, required😊