Customer Service Coordinator

Company Description

Thank you so much for considering our company in your career search! Classic Fire + Life Safety is a leader in the fire protection and life safety industry because of our talented, knowledgeable, and motivated staff. We know that it is our people who make the difference, and we are looking to grow our team of passionate professionals. Interested in joining us?

Our goal is to partner with our customers, to ensure their building and the people in them are safe, from new building construction activities, modernization activities, and demand for system upgrades, through to preventative maintenance and service.

Why join the Classic team

• CFLS is a caring company that values our staff.
• CFLS is local and part of the community.
• CFLS is a full-service fire protection contractor.
• A great working environment with opportunities for career advancement.
• Comprehensive group benefits.
• Educational assistance program.
• Employee referral bonus program.

Job Description

This position requires an ability to work effectively with other departments such as field services, continuous improvement, scheduling, accounting, IT, and sales, and is responsible for coordinating and scheduling our Field Technician Services Team. The role also supports back‑office administrative functions and provides quality‑control support to ensure accurate and complete documentation records. This description is a guideline only and may not incorporate all functions of the job.

Task & Responsibilities

Primary Accountabilities

• Preparing, coordinating, and implementing schedules for our mobile Fire & Life Safety Inspections Services Team at the prescribed intervals to meet scheduling KPIs.
• Effectively communicating with field staff, customers, contractors, vendors, and external resources regarding date, time, and details of field service appointments.
• Assessing job readiness and ensuring all scheduled jobs are verified with customers at prescribed intervals prior to field deployment.
• Maintaining all appointment, software, and system records to ensure they are accurate and updated.
• Ensuring field service staff are scheduled at least two weeks in advance and that appointment scopes align with technician skills to avoid scope creep.
• Working with the Scheduling Supervisor, Service Managers, and Field Service Staff to allocate appropriate time to inspection service jobs, with adherence to RTG and job duration.
• Working closely with clients, the Scheduling Supervisor, Service Managers, and Field Service Staff to ensure inspections are completed on time, error‑free, and with minimal return visits.
• Communicating all relevant information concerning next steps and timelines to the customer, AHJs, contractors, and leadership.
• Tracking open jobs to ensure appointments and service orders move forward efficiently.
• Creating, tracking, maintaining, verifying, and closing all service appointments and schedules in our ERP and supporting software.
• Providing our Office Operations Team with appointment information and documentation for job closeouts.
• Other duties as assigned.

Secondary Accountabilities

• Ensuring client records are accurate and updated in our ERP, inspection reporting platforms, network drives, and files.
• Working closely with the Scheduling Supervisor and Service Managers to map new business appointments and complex inspection service jobs.
• Addressing work‑in‑progress reports (weekly) with the Scheduling Supervisor and Service Managers.
• Providing scheduling status updates to your supervisor/team (daily).
• Scheduling sub‑contractors and ensuring materials are ready and proper paperwork is completed and received.
• Other duties as assigned.

Systems and Applications

• Scheduling system management and administration.
• Daily use of our ERP (Acumatica), financial systems, appointment systems, scheduling, and reporting, and ensuring inspection reporting software accuracy.
• Understanding and use of certification tracking systems, equipment tracking systems, security clearance and safety tracking systems for scheduling accuracy.
• GPS tracking software review and administration for efficient routing.

Qualifications

• Minimum 2 years’ experience in customer service, work planning, scheduling, dispatching, or redeployment roles in service industries.
• Ability to prioritize responsibilities, manage time, and demonstrate people, communication, and teamwork skills.
• Working knowledge of Fire & Life Safety Systems, Codes, and Standards is an asset.
• Working knowledge of fleet management practices is an asset.
• Planning, scheduling, and detailed time management skills are essential.
• Organized with strong attention to detail and record‑keeping focus.
• Able to process documentation and ensure completeness, formatting, and consistency.
• Keeping informed of scheduling system revisions and upgrades.
• Understanding and ability to work with enterprise‑wide systems and applications.
• Good interpersonal skills with department staff and field technicians.
• Efficient and comfortable with technology and software applications.
• Team player with strong communication skills, both written and oral.

We thank all applicants who apply, but only those candidates who meet the above qualifications will be contacted for an interview.

Salary/Wage placement within the stated range is determined by evaluating the candidate’s relevant experience, skills, and qualifications, along with internal equity and prevailing market conditions. These factors are applied consistently to support transparent and equitable compensation practices in Ontario.

No part of our hiring process uses AI or automated screening technology; all candidate reviews and applications are evaluated manually and hiring decisions are completed by human staff to ensure a fair and transparent assessment.

Classic Fire + Life Safety is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are also committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

If you have any accommodation needs or would like to provide us with feedback, questions, or concerns, please contact our Human Resources department at [email protected].

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