Customer Engagement & Dispatching Specialist

Customer Engagement & Dispatching Specialist

The Customer Engagement & Dispatching Specialist plays a key role in delivering an exceptional customer experience by managing inbound and outbound communications, coordinating consultations, and ensuring efficient appointment scheduling across statewide operations. This position is ideal for a highly organized, customer-focused professional who thrives in a fast-paced environment and enjoys helping customers through proactive communication and problem-solving.

Key Responsibilities

• Answer incoming calls and assist customers with appointment scheduling, confirmations, and related inquiries
• Make high-volume outbound calls to prospective customers to promote and schedule consultations
• Manage appointment changes, cancellations, and rescheduling requests with accuracy and urgency
• Follow established call scripts while adapting communication style to customer needs and objections
• Meet or exceed performance goals related to call volume, scheduling accuracy, and appointment confirmations
• Qualify leads by collecting required information and determining customer eligibility
• Escalate customer concerns or scheduling conflicts when necessary to ensure a positive experience
• Maintain accurate customer records and appointment updates within company systems
• Collaborate with internal teams to support smooth appointment flow and operational efficiency

Required Skills & Abilities

• Strong attention to detail with the ability to accurately document and manage appointment information in real time
• Excellent customer service and communication skills with a friendly, empathetic, and solution-oriented approach
• Comfortable navigating CRM systems, scheduling platforms, and communication tools such as Salesforce and RingCentral
• Ability to multitask and adapt quickly in a high-volume, fast-paced environment
• Strong organizational and time management skills
• Team-oriented mindset with the ability to collaborate across departments
• Ability to remain professional and composed under pressure and changing priorities

Qualifications & Experience

• High School Diploma or equivalent required
• 12 years of experience in customer service, telemarketing, scheduling, or call center environments preferred
• Proven ability to manage high call volumes while maintaining professionalism and accuracy