Customer Service Manager

Riley Fire Department, a combination fire department located southeast of Terre Haute in Eastern Vigo County, Indiana, is seeking a dedicated Customer Service Manager to join our team. As a mostly volunteer organization, we proudly provide vital fire protection and emergency medical services (EMS) to the residents of Riley Township. While we are traditionally known as a fire department offering Basic Life Support (BLS) and Advanced Life Support (ALS) services, the majority of our calls are EMS-related. In addition to fire protection, which includes responding to fires, conducting hydrant testing, and running driver safety training, our department engages in inspections and investigations to ensure safety compliance and determine fire causes. We also emphasize pre-planning by mapping out local buildings to enhance firefighter safety and provide public education to promote fire prevention and safety awareness in the community. The Customer Service Manager role is crucial in maintaining positive interactions between the department and the community, managing inquiries and concerns, coordinating communication efforts, and supporting our mission to deliver exceptional emergency services. This position offers an exciting opportunity to contribute to a valued community resource and work alongside a committed team dedicated to public safety and education.

Physical Address:
Riley Fire Department

6633 South State Road 159

Terre Haute, Indiana 47802

Responsibilities

• Serve as the primary point of contact for community members seeking information or assistance from Riley Fire Department.
• Manage and respond promptly to all customer inquiries, concerns, and feedback through various communication channels.
• Coordinate with fire and EMS personnel to ensure accurate and timely information is conveyed to the public.
• Assist in organizing and promoting public education programs related to fire prevention and safety.
• Maintain records of customer interactions and service requests for departmental reporting and improvement purposes.
• Support the administration team in scheduling and logistics for community outreach and training events.
• Collaborate with other departments and local agencies to enhance community relations and emergency response efforts.

Requirements

• Proven experience in customer service management or a related field, preferably within public safety or emergency services.
• Excellent communication skills, both verbal and written, with the ability to engage effectively with diverse audiences.
• Strong organizational and multitasking abilities to handle various responsibilities efficiently.
• Ability to work collaboratively with volunteers, staff, and community members in a dynamic environment.
• Familiarity with basic fire protection and EMS services is highly desirable but not mandatory.
• Proficiency in using standard office software and communication tools for record-keeping and reporting.
• Demonstrated problem-solving skills and a commitment to providing excellent community support and service.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home