HiringCafe
Posted 1w ago

Customer Service Representative

@ Ironsmith Fire
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La Vergne or Tennessee
OnsiteFull Time
Responsibilities:coordinating schedules, managing dispatch, processing documentation
Requirements Summary:Coordinating schedules and dispatch, creating work orders, managing inspection documentation, strong verbal/written communication, organized, tech-savvy with CRM/dispatch systems; admin or field service experience preferred; associate/bachelor preferred.
Technical Tools Mentioned:CRM, dispatch systems, job management system
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Job Description

ABOUT IRONSMITH FIRE, LLC

Our mission is to lead the fire protection industry by honoring craftsmanship, saving lives and property, and providing peace of mind to our customers. We work with general contractors, business owners, property developers, engineers, and many other types of clients to provide lifesaving fire protection systems. Our core values are the backbone of our business and guide everything we do, including the hiring process. These core values are Effective Communication, Results-Driven, Disciplined, Professional, and Trustworthiness. Headquartered in Tennessee, we continue to expand across the Southeast and beyond.

POSITION SUMMARY

The CSR (Customer Service Representative) is a key team member in our Service Department, responsible for maximizing the productivity of our ITM (Inspection, Testing, and Maintenance) and Service Account Managers. This role handles crucial coordination, scheduling, documentation, and back-office support tasks that ensure inspections and maintenance services are delivered seamlessly and professionally. The CSR is a central communication hub between clients, internal departments, and the service field team, playing a pivotal role in the successful execution of service operations.

OBJECTIVES

  • Support ITM, Service Account Managers, and Service Technicians by coordinating schedules directly with clients, ensuring minimal disruption and high satisfaction.
  • Communicate appointment details clearly to both clients and internal teams, ensuring alignment and timeliness.
  • Manage the dispatch calendar by aligning technician availability with client needs and urgency of service.
  • Create and manage service work orders and job entries within our job management system.
  • Process inspection documentation, including reviewing, filing, and submitting reports to both clients and relevant authorities.
  • Coordinate with the finance team and sales admin to initiate new jobs, create contracts, and ensure proper billing set-up.
  • Maintain detailed records of service contracts, inspection reports, and communication logs.
  • Ensure all inspection-related documentation is accurate, compliant, and delivered on time.
  • Serve as a bridge of communication between account managers, clients, and operations teams.
  • Anticipate needs and identify opportunities to streamline workflows and reduce administrative bottlenecks.
  • Proactively identify customer service gaps or pain points and recommend improvements.
  • Take ownership of special administrative projects that support the growth and efficiency of the service department.
  • Build rapport with clients to support long-term relationships and repeat business.

 

COMPETENCIES

  • Organized and dependable with exceptional attention to detail.
  • Effective verbal and written communicator with clients, technicians, and internal departments. 
  • Adaptable and proactive with strong time management and problem-solving skills. 
  • Driven by results and aligned with a high-performance, mission-driven service culture. 
  • Strong interpersonal and communication skills with a customer-first mindset.
  • Confident, professional phone and email communication style.
  • Ability to manage multiple client requests and prioritize service needs efficiently.
  • Detail-oriented with strong follow-through in documentation, scheduling, and client updates.
  • Tech-savvy and comfortable working in CRM and dispatch systems (experience in service software is a plus).
  • Calm under pressure, solution-oriented, and committed to resolving client concerns effectively.
  • Team player who collaborates well with operations, sales, and finance teams.
  • Consistently represents Ironsmith Fire’s values—Effective Communication, Results Driven, Disciplined, Professional, and Trustworthiness—in every client interaction.

EDUCATION AND EXPERIENCE 

  • Associate or Bachelor degree preferred, but not required.
  • Previous administrative or coordination experience in a service, construction, or field operations environment is a plus.
  • Familiarity with inspection reports, service documentation, and basic contract workflows is highly desirable.

PHYSICAL REQUIREMENTS 

  • Ability to work at a computer for extended periods.
  • Occasionally may need to lift and carry files, binders, or plan sets.
  • Able to speak clearly and engage confidently in meetings and on phone calls.

COMMITMENT TO DIVERSITY
At Ironsmith Fire, we're dedicated to fostering an inclusive workplace where everyone feels valued and respected. We actively encourage applications from diverse backgrounds and believe that embracing differences enhances our team's creativity and effectiveness. Regardless of race, gender, age, religion, or other characteristics, we welcome all to join us in creating a culture where everyone can thrive.
FEATURED BENEFITS

Employee Paid Medical Insurance
Dental and Vision Plans
Health Savings Account
401(k) tax-advantaged retirement plan
Profit-Sharing Plan
Company Provided Life Insurance