Customer Care Coordinator

Customer Care Coordinator

Are you committed to community safety? We work hard to protect clients, customers, and teammates from fire hazards by installing, maintaining, and inspecting fire suppression systems. Our fire suppression systems ensure uninterrupted operations in businesses you likely visit, and our technicians take pride in their communities, prioritizing safety for all. If you share this passion and commitment, let's talk about how you can join us in our mission and build your future with us!

The Customer Care Coordinator at Marmic Fire & Safety is responsible for overseeing all scheduling and dispatch-related activities for a team of Technicians within a specific geography. The role includes implementation of operational best practices and Standard Operating Procedures relating to appointment creation and job scheduling. The Dispatcher will be expected to work directly with Customers to determine acceptable schedules for outstanding work, and assign Technicians appropriately according to their skills and territory.

Core Responsibilities

• Ensure that Technicians are provided a full day of scheduled work according to their working hours.
• Leverage routing optimization tools provided to drive Technician productivity and reduce drive time between appointments.
• Communicate timely with customers regarding scheduling and rescheduling of appointments.
• Minimize missed appointments through load balancing and real time oversight of job completion throughout the day.
• Maximize Technician productivity by assigning additional work in real time as Technicians run ahead of schedule or additional capacity presents itself.
• Follow scheduled work through to completion including technician clock events and required paperwork.

Process Improvement

• Continuously identify areas to reduce or eliminate rework.
• Actively participate in the process of standardizing and improving procedures and the use of existing and new toolsets as they are introduced.
• Adherence to the Marmic Standard Operating Procedures regarding the creation, scheduling, and dispatching of Service work.

Reporting and Analysis

• Review KPI's throughout the monthly cycle and adjust personal activities to meet predetermined performance towards targets.
• Identify and report opportunities for improvements regarding Technician Productivity or Job Completions per Day.

Minimum Qualifications

• Associates Degree Preferred.
• 2+ years of experience in an scheduling/routing function or related operational role.
• Strong communication skills with demonstrated success working across teams in a matrixed organization.
• Ability to manage multiple commitments and time-sensitive priorities in a fast-paced environment.
• Sound judgment and exceptional problem-solving skills.
• Process-oriented mindset with a focus on continuous improvement.

Preferred Qualifications

• Experience with Fire Industry technologies and/or regulations.
• Experience working with commercial clients of varying levels.
• Experience working in a standardized operation with a focus on scalability and redundancy.

Benefits & Perks

• Employee Ownership Program
• Company-paid training programs and on-the-job training.
• Tele-health services if healthcare coverage is elected
• 401K plan with up to a 4% company match
• Medical, Dental and Vision Insurance effective the first of the month following your start date
• Accrual of up to 13 days of Paid Time Off (PTO) in your first year
• 7 Paid Holidays annually

Since 1951, Marmic has focused on one mission: protecting the communities we serve. What began as a small, family-run fire protection business has grown into a trusted national partner for complete fire and life safety services. With 1,300+ team members and more than 50,000 customers, we deliver local, personal support backed by the strength and resources of a national organization.

As we've expanded - bringing more than 30 businesses into the Marmic family in just the past few years - we've built a culture where skilled technicians and industry experts can thrive, share their knowledge, and create lasting careers. We take pride in our work because it matters.

Every team member is also an owner of the company, sharing in the success they help create. That sense of ownership drives our culture of teamwork, accountability, and pride in craftsmanship. It also means our people are building a stronger financial future for themselves and their families.

Today, Marmic is one of the largest providers of comprehensive fire and life safety services in the country. Our teams install, inspect, and repair critical systems in industrial and corporate facilities, hospitals, schools, retail environments, and moreprotecting lives and property every step of the way.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Pay Range Min: USD $24.00/Hr., Max: USD $28.00/Hr.