Customer Service Representative (National Accounts)

Job Summary:

Fortis Fire & Safety's Schaumburg, IL HQ is seeking a detail-oriented Customer Service Representative to support the National Accounts team by managing the day-to-day transactional workflow for assigned accounts. This role owns work order setup, portal updates, scheduling coordination, customer-required documentation, and routine follow-up to ensure accurate, timely service delivery across multiple branch locations.

This is a process-focused, execution-driven position ideal for a highly organized professional who excels at coordinating details, tracking open items, and keeping workflows moving. The CSR serves as a central coordination point between customers, branches, and the National Accounts team, focusing on transactional execution rather than account strategy, customer relationship ownership, or pricing decisions, which reside with the Account Manager, Operations Lead, and Director. Success in this role requires strong follow-up discipline, comfort working within multiple systems and customer portals, and the ability to escalate issues appropriately.

Essential Duties and Responsibilities:

• Create, update, and maintain work orders in Q360, including entering customer, site, and service details accurately.
• Manage customer portal updates, ensuring information is current and aligned with account requirements.
• Coordinate inspection scheduling and send inspection lists to the appropriate branches.
• Update ETA dates in relevant systems once provided by the branch.
• Handle service call intake and setup, and confirm branch ETAs for service requests.
• Perform routine branch follow-up to keep open items moving toward completion.
• Track open calls and maintain accurate, up-to-date status information for assigned accounts.
• Upload reports and invoices to customer portals in accordance with account requirements.
• Conduct basic QA/QC checklist review to verify documentation completeness and accuracy.
• Prepare and submit invoice packages.
• Follow up on missing branch documentation and ensure required items are obtained.
• Escalate stuck workflow, workload issues, branch non-response, or unclear processes to the Operations Lead.
• Escalate to the Account Manager when an issue impacts customer expectations, revenue, account health, or retention.
• Follow the defined escalation path for any items requiring Director-level attention.

Required Skills & Qualifications

• 2+ years of experience in customer service, account coordination, dispatch, scheduling, or a similar administrative/operational role.
• Strong organizational skills with the ability to manage multiple accounts, work orders, and open items simultaneously.
• Excellent follow-up discipline and attention to detail.
• Proficiency working within business software, work order systems, and customer portals; experience with Q360 or a comparable work order/service management platform is a plus.
• Clear written and verbal communication skills for coordinating with customers, branches, and internal teams.
• Ability to identify when an issue should be escalated and to route it through the appropriate channel.
• Comfortable working in a fast-paced, deadline-driven environment.

Preferred Qualifications:

• Experience in the fire protection, life safety, security, or a related field-service industry.
• Familiarity with inspection scheduling, service dispatch, or invoice/documentation workflows.