Dispatcher/Customer Service Representative

Job Opportunity at GSM Services

Are you looking for a reputable, stable company with supportive management who will value what you bring to the organization? If you are a self-motivated individual with great work ethic, then we would love to get to know you!

GSM Services is a 4th-generation family-owned business, proudly serving the Greater Charlotte area for nearly 100 years. We'll celebrate our 100 years in business in 2027, a testament to our stability and commitment to excellence. Our focus is on commercial roofing and air conditioning services within a 50-mile radius of Charlotte, NC, and the majority of our projects are negotiated with repeat customers who trust us for quality and reliability.

The great people we add to our team enjoy a fun, friendly workplace where we provide training and benefits to allow us to keep them for years. Our high standards and uncompromising commitment to customer satisfaction has made GSM Services a success and a great place to work. We are always looking for qualified individuals who are willing to provide the highest quality of work possible. GSM Services wants to be the best place to work in our region and it takes teamwork to come together, work together and succeed together.

Key Responsibilities

• Serve as the primary telephone contact for all Residential customers during the service process, including updating records, setting appointments, and following up on issues.
• Coordinate workflow for job proposals, confirmation calls, and other paperwork.
• Answer incoming calls, schedule service and repair appointments, and set up annual maintenance or warranty service visits.
• Develop daily schedules for technicians and dispatch them to service calls.
• Track service calls to ensure customer expectations are met and satisfaction is achieved.
• Communicate any arrival time discrepancies to customers.
• Manage truck restocking and ensure necessary filters and parts are available.
• Create service tickets and purchase orders for required parts.
• Process payroll for service technicians, ensuring accuracy and completeness.
• Meet daily with the Residential Service Manager to strategize and improve processes.
• Record notes from division meetings and share relevant information with the team.
• Perform additional duties as assigned.

What We're Looking For

• Experience: At least 1 year of customer service and dispatching experience.
• Skills:
• Proficiency with scheduling, spreadsheet, database, and word processing software.
• Excellent verbal and written communication skills.
• Strong multitasking and organizational abilities.
• Accurate data entry skills.
• Education: High School Diploma or GED.
• Personal Traits:
• Customer Focus
• Self-Management
• Planning and Organization
• Empathetic Outlook
• Resiliency
• Teamwork
• Diplomacy & Tact
• Integrity

Benefits & Perks

At GSM Services, we believe in taking great care of our team—on and off the job. Our coworkers enjoy a comprehensive benefits package designed to support your health, growth, and overall quality of life, including:

• Paid Time Off (PTO) to recharge and enjoy life outside of work
• Paid Holidays throughout the year
• Health Insurance with quality coverage options
• Dental and Vision Insurance
• 401(k) Retirement Plan with company support
• Profit Sharing Program —your contribution helps us grow, and you share in the success
• Life Insurance paid by the company
• Short-Term Disability Coverage
• Company Vehicle (role-dependent)
• Branded Uniforms provided at no cost
• Company-Paid Training & Professional Development
• Tuition Reimbursement to support continued education
• Apprenticeship Opportunities for skill-building and career progression
• Recruitment Incentive Bonus Program
• Gym Membership Program
• Health & Wellness Program
• A Supportive, People-First Workplace Culture