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About the Role

This entry-level client support role handles administrative tasks throughout the work order lifecycle, ensuring client requests are received, updated, and completed satisfactorily. You will be the frontline assurance for our clients.

Responsibilities

• Receipt and acknowledgement of client service requests
• Scheduling new and return trip work orders between technicians and site contacts
• Updating internal notes and third-party portals on all progress
• Follow up on scheduled work orders to validate completion/status
• Prepare and submit proposals on client portals
• Identify and escalate issues between vendor and/or client in collaboration with JR and or AM
• Manage customer NTE limits
• Manage response to client KPI’s, Initial response, time to complete, IVR utilization

Requirements

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

Skills

• Strong verbal and written communication skills
• Professionalism
• Sense of Urgency
• Detail oriented
• Production/Task focused
• Ability to Multitask
• Time Management skill
• Problem Solving
• Microsoft Office Suite

Location

• 0% travel

Work Type

• Full-time

Experience Level

• 0-2 years related functional experience

Education Level

• High School Diploma or equivalent

Benefits

• 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
• Exceptional guidance and support from our managers
• Collaborative culture & environment
• Opportunity to work alongside some of the best talent in the fire protection industry

About the Company

• 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.

Equal Opportunity

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