Customer Service Associate

Customer Service Associate Job Title Customer Service Associate — Elevator Service & Maintenance Company Fortress Elevator, LLC Location 2250 Dickinson Ave, Dickinson, TX 77539 — full-time, on-site About Fortress Elevator Fortress Elevator is a Texas-based elevator service, maintenance, and modernization company serving institutional, healthcare, government, and large commercial portfolios across the state. The company is woman-owned (WBE), family-led, and growing rapidly. Our mission is "Elevating What Matters" — we serve customers whose buildings cannot afford for the elevators to be down. About This Role The Customer Service Associate is the operational support seat that keeps Fortress's day-to-day service work moving. You work alongside Account Managers to schedule preventive maintenance, intake service requests, communicate with customers about appointment status, and maintain accurate records in our field service management system. This role is in-office at our Dickinson headquarters and is full-time. You will work closely with our dispatch operation, our field engineering team, our Account Managers, and our customers. Fortress offers two paths for CSAs. Some of our Customer Service Associates are career-track in the role — they enjoy customer coordination work, develop deep expertise in our customers and our systems, and grow into Senior Customer Service Associate seats over time. Others use the CSA seat as the entry point into a development path toward Account Manager, with the support, training, and visibility that move makes possible. Both paths are valid, both are supported, and we want to know which one you are interested in when you apply. Key Responsibilities Intake customer service requests by phone, email, and ticketing Schedule preventive maintenance visits on contractual cadence in coordination with dispatch and Account Managers Communicate with customers regarding appointment status, technician arrival, service updates, and follow-up Maintain accurate customer records, work orders, and account information in

FIELDBOSS

Coordinate with field technicians on appointment logistics and customer-facing communication Support Account Managers with administrative tasks related to their account portfolios Assist with invoicing follow-up, billing questions, and general customer administration Escalate complex customer issues to the assigned Account Manager or appropriate Director Required Experience One or more years of customer-facing administrative, service coordination, or scheduling experience Strong organizational skills and comfort handling many concurrent tasks Clear written and verbal communication — you will write to customers daily Comfort with phone systems, email, scheduling software, and standard office programs Composure in a fast-paced environment with frequent interruptions Attention to detail and follow-through Preferred Experience Prior work in a service trades or field service company (elevator, HVAC, plumbing, electrical, fire & life safety, or similar) Experience with FIELDBOSS, ServiceTitan, or similar field service platforms Customer service or dispatch experience in a multi-customer environment Associate's or bachelor's degree, or current coursework Requirements High school diploma or GED required Valid Texas driver's license and reliable transportation Authorization to work in the United States Background check Compensation Hourly rate: $20 Compensation reviewed after successful completion of 90-day probationary period Health, dental, and vision insurance Health savings account Paid holidays and PTO Why This Role You work directly with Account Managers, the Director of Maintenance & Service, and the Director of Finance — your work is visible and your decisions matter Fortress is investing in its CSA function as a defined role with growth opportunities — career-track CSAs grow into Senior CSAs; development-track CSAs grow into Account Managers Family-led, woman-owned company with the systems and discipline of a much larger operation Stable, full-time, in-office work in a company that is growing

Pay:

From $20.00 per hour

Benefits:

Dental insurance Flexible schedule Health insurance Health savings account Vision insurance Application Question(s): Which path interests you more in this role — building a long-term career as a Customer Service Associate, or using this seat as a stepping-stone toward an Account Manager role over time? (Either answer is welcome; we are asking so we can match you to the right path.) Describe a time you had to manage multiple customer requests at once. (Two to four sentences.) Have you worked in a service trades or field service company before? If so, which industry and what was your role? Ability to

Commute:

Dickinson, TX 77539 (Required)

Work Location:

In person