Customer Service

About Us:
Radix Fire Protection, Inc. is an established fire protection company serving Southern California since 2002. We provide in-house design, installation, testing, and maintenance of all types of fire sprinkler systems, fire alarm systems, and special hazard systems.

Position Summary:
Radix Fire Protection is currently seeking a dedicated and customer-focused Customer Service Representative (CSR) to join our dynamic Service Department. This role plays a critical part in maintaining our commitment to excellent service and timely customer support. The CSR will be the primary point of contact for clients, ensuring smooth coordination of service-related tasks and a seamless customer experience from inquiry to invoice.

Key Responsibilities:

Customer Communication:
Answer incoming calls, emails, and online inquiries in a courteous and professional manner.
Contact customers to confirm and schedule recurring inspections, maintenance, and repair services.
Notify customers of upcoming appointments, technician schedules, or changes in service plans.
Handle and resolve customer concerns or complaints promptly and efficiently.
Maintain detailed and accurate records of all communications and customer interactions.

Scheduling & Coordination:
Coordinate with the Service Department to dispatch technicians to job sites efficiently.
Communicate with field technicians and management to ensure service orders are fulfilled according to schedule.
Manage calendar bookings and prioritize jobs based on urgency and client needs.

Service Order Management:
Prepare and send quotations to customers for requested services.
Generate work orders based on approved quotes or service requests.
Track the status of ongoing work orders to ensure completion within the expected time frame.
Update customers on progress and any issues related to their service orders.

Billing & Collection:
Prepare invoices based on completed work orders and service reports.
Follow up with customers on pending payments and outstanding balances.
Coordinate with the accounting team to ensure accurate records of client billing and collections.

Documentation & Reporting:
Ensure that customer records, service history, and job documentation are properly maintained and updated in the system.
Provide regular status updates and service reports to management as needed.
Assist in generating performance and customer satisfaction reports.

Qualifications:
Proven experience in a customer service, preferably in the fire protection, construction, or facilities maintenance industry.
Strong verbal and written communication skills.
Proficiency in Microsoft Office and CRM/ERP software.
Ability to multitask, prioritize, and manage time effectively.
Strong attention to detail and problem-solving skills.
Positive attitude and commitment to customer satisfaction.


If you are interested in this position, please submit your resume for consideration. We look forward to hearing from you!