Fire Sprinkler Dispatcher

LifeSafety Management, a Fortis Fire & Safety brand, is a single source provider of commercial life safety products and services. Our customized services include fire suppression systems (sprinkler & extinguisher), fire alarm systems, CCTV, access control, and security systems. Being a part of the Fortis family ensures we uphold the principles of investing in our people, offering career progression and opportunity as well as providing competitive benefits and compensation. Fortis is committed to building a world class company that is recognized by our people, our customers, and our shareholders as being the very best in the industry.

Here at Fortis and throughout our family of brands, we value our employees and offer competitive benefits which include:

• 2 weeks of PTO
• 1 week of sick time
• Competitive pay
• 401k with Match
• Medical, Dental, and Vision
• Company Provided Life Insurance policy
• Company Provided Short Term Disability
• Disability and Life Insurance Packages
• 10 Company Paid Holidays
• Pet Insurance
• Career Advancement Opportunities

We are currently looking for a Customer Service Specialist in our Sprinkler Service Dispatch department, who will be responsible for the coordinating and dispatching of technicians for service related activities within our Sprinkler Department. The dispatcher will work with customers, technical staff, managers and supervisors to ensure timely scheduling, coordination, and completion of service and inspection jobs.

Essential Duties and Responsibilities

• Scheduling of the fire sprinkler technicians in both service and installation.
• Coordinate with Project Managers to ensure installation techs are scheduled.
• Coordinate with Project Managers and permit department for scheduling of AHJ inspections.
• Receiving calls throughout the day. Create service call if necessary, if call is for another department, take all necessary information (property, building number, issue, location of issue, etc…)
• Review comments on jobs and make spelling and grammatical corrections.
• Work with inspection team (Jessica) to ensure all necessary documentation is being uploaded to correct municipality or program (Compliance Engine).
• Creating walk through forms for all sprinkler head replacement jobs through Excel.
• Contacting Sunbelt (Anthony) for any machine or tool rentals required for jobs.
• Read and understand job descriptions and locations to schedule efficiently.
• Document criteria for sprinkler technician of the month daily.
• Create on-call tickets weekly and change phone number in Ring Central every Monday.
• Forecasting completion of service jobs and moving due dates at end of month.
• Communicating with the warehouse manager to provide parts delivery updates to customers
• Ensuring that all jobs have the necessary forms attached for technician use
• Providing confirmation reminders to customers at least 48 hours before the job is scheduled
• Tracking completion of safety topics, vehicle inspections, and job safety forms
• Scheduling team meetings as needed
• Booking hotel accommodations for technicians as needed
• Responding to emails within 24 hours
• Process parking payments for technicians
• Collaborating with the accounting team to process payment for specific services

Required Qualifications

• High School Diploma or Equivalent
• Proven experience in a dispatching or scheduling role
• Strong communication skills, both verbal and written, with the ability to interact professionally with clients, colleagues, and emergency responders.
• Excellent organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple priorities simultaneously.
• Proficiency in computer applications and software systems commonly used in dispatch operations, such as dispatch software, Microsoft Office Suite, and databases.
• Ability to remain calm and composed under pressure, especially during emergency situations.
• Flexibility to work occasional evenings, weekends, or holidays as needed to accommodate emergency calls and fluctuations in service demand.

Preferred Qualification

• Education or training in dispatching, customer service, or fire protection is preferred.
• Proven experience in a dispatching or scheduling role, preferably in a fire protection or related field.
• Knowledge of fire suppression systems, equipment, and terminology is a plus.
• Ability to remain calm and composed under pressure, especially during emergency situations.
• Flexibility to work occasional evenings, weekends, or holidays as needed to accommodate emergency calls and fluctuations in service demand.

Physical Requirements

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is frequently required to stand, walk, sit, and climb stairs, or balance. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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