National Customer Service Representative (Central Monitoring)
On-site · Tempe, Arizona, United States
Job Summary
Entry-level client support role performing administrative tasks and fire alarm technical support across the lifecycle of work orders. You’ll provide Account Team Support to ensure client requests are received, updated, and completed; dispatch and coordinate service work requests to the Central Monitoring Station with a national network of subcontractors and district offices; assist with activation, programming, and troubleshooting with on-site technicians; follow up to ensure customer satisfaction; assist with escalations and research to identify issues; manage service level expectations around technician arrival/departure, quoting, and timely updates; collaborate cross-functionally with other teams and support billing coordination with the CS Biller. The role emphasizes strong verbal and written communication, multitasking, time management, and a customer-service mindset.
Required Qualifications
- 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
- 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
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