About Us
At Lifeline Fire Protection, we are more than just a fire safety company—we are a trusted partner in safeguarding what matters most. From fire suppression systems to emergency response planning, we deliver comprehensive fire protection solutions with a steadfast commitment to safety, quality, and innovation.
We are looking for a highly motivated, organized, and proactive Senior Customer Service Representative to join our team in Concord. If you thrive in a fast-paced environment and take pride in delivering top-tier service, we want to hear from you!
Job Summary
As our Senior Customer Service Representative, you will be the primary bridge between our clients and our field operations. This is a high-impact role requiring a mix of elite client communication, quick problem-solving, and coordination with our scheduling and dispatch teams to ensure seamless service delivery.
Key Responsibilities
- Client Advocacy: Act as the senior point of contact for key accounts, resolving complex customer inquiries, billing questions, and service issues with empathy and professionalism.
- Service & Dispatch Coordination: Work closely with the operations team to schedule inspections, service calls, and emergency dispatch, ensuring maximum efficiency for our technicians.
- System Management: Maintain highly accurate client records, update service histories, and manage workflow scheduling using our in-house systems (experience with simPRO or similar CRM/dispatch software is a major asset).
- Process Improvement: Identify gaps in our current customer service workflows and propose solutions to elevate the overall client experience.
- Team Support: Serve as a mentor and escalation point for junior customer service staff, helping to maintain a high standard of support.
Qualifications & Skills
- Experience: 3–5 years of customer service experience, preferably in the construction, trade, HVAC, or fire protection industry.
- Tech-Savvy: Strong proficiency with CRM/scheduling platforms (knowledge of simPRO is highly valued) and Microsoft Office Suite.
- Communication: Outstanding verbal and written communication skills with the ability to handle escalated client conversations gracefully.
- Multi-tasking Champion: Proven ability to manage high call volumes, emails, and internal requests simultaneously without losing attention to detail.
- Problem Solver: A "get-it-done" attitude with a natural ability to think on your feet and find practical solutions quickly.
What We Offer
- Competitive Salary: Highly competitive base pay based on experience.
- Comprehensive Benefits: Extended health, dental, and vision care package (following probation period).
- Paid Vacation: Generous paid time off allocation.
- Career Growth: Opportunities to grow into leadership roles as Lifeline continues to expand.
- A Supportive Culture: Work with a dedicated, friendly team that respects accountability, innovation, and teamwork.
This role is integral to maintaining our reputation for outstanding customer service while driving business growth through effective communication and relationship management.
Pay: $65,000.00-$75,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
Work Location: In person
