Customer Service Representative

Job Description

Job Description

Job Title: Dispatcher / Customer Service Representative Job Description

This contract-to-hire Dispatcher / Customer Service Representative position supports a busy service team during a high-demand season and provides coverage during employee leave. You will handle a high volume of inbound calls from homeowners, schedule service and preventative maintenance appointments, and ensure accurate documentation in multiple systems. The role suits a quick learner with strong computer skills who thrives in a fast-paced, customer-focused environment and is interested in the potential to transition into a permanent position.

Responsibilities

• Handle a high volume of inbound customer calls, averaging 50 or more calls per day from homeowners, including those who may be upset, frustrated, or in urgent situations.
• Schedule service calls and preventative maintenance appointments accurately and efficiently.
• Gather, verify, and accurately document customer information and service details for dispatch and service coordination.
• Make outbound follow-up calls to customers as needed to confirm appointments, provide updates, or obtain additional information.
• Enter and update customer and service information accurately in proprietary service software and related systems.
• Use Microsoft Excel, Word, and Outlook for daily communication, documentation, and coordination of service activities.
• Maintain a professional, empathetic, and courteous demeanor while managing competing priorities in a fast-paced environment.
• De-escalate challenging customer interactions by listening actively, demonstrating empathy, and providing clear, solution-focused responses.
• Navigate multiple computer systems simultaneously while maintaining fast and accurate data entry.
• Support dispatch and service coordination by ensuring information is complete, current, and clearly communicated to the service team.

Essential Skills

• Proven customer service experience in a high call volume environment, handling a large number of inbound calls per day.
• Ability to manage 50 or more inbound calls daily while remaining professional, efficient, and organized.
• Demonstrated ability to remain calm, composed, and empathetic when speaking with upset or stressed customers and to de-escalate situations under pressure.
• Strong computer proficiency, including confidence navigating multiple systems at once and performing fast, accurate data entry.
• Ability to learn new proprietary software and internal processes quickly.
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook, for communication and documentation.
• Excellent verbal communication skills with a strong phone presence and clear, professional speaking style.
• Active listening skills and the ability to gather complete and accurate information from customers.
• High attention to detail and accuracy in data entry, documentation, and scheduling.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced, customer-focused environment.

Additional Skills & Qualifications

• Experience in environments such as medical offices, healthcare, construction, trades, or dispatch is preferred.
• Background in roles that involve managing time-sensitive, high-stress customer interactions is highly valued.
• Prior dispatch or service coordination experience is a plus, but not required.
• Interest in a contract-to-hire opportunity with the potential to convert to a permanent position.
• Comfort working within structured schedules that may include seasonal overtime and rotating shifts.

Work Environment

This is an onsite, contract-to-hire position with an initial term of approximately six months. The standard schedule is Monday through Friday from 8:00 AM to 5:00 PM, including a one-hour lunch break. During peak summer and winter seasons, you will participate in seasonal overtime, which includes rotating shifts extending to 6:00 PM and a rotating four-hour Saturday morning shift. You will work in a fast-paced, service-oriented office environment that relies heavily on phones, proprietary service software, and Microsoft Office tools for communication and coordination. The role requires consistent presence in the office, frequent interaction with homeowners and the service team, and the ability to stay focused and professional in a high-volume call setting.

Job Type & Location

This is a Contract to Hire position based out of Emmaus, PA.

Pay and Benefits

The pay range for this position is $20.00 - $24.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract to Hire position based out of Emmaus, PA.

Application Deadline

This position is anticipated to close on Nov 16, 2026.

Workplace Type

This is a fully onsite position in Emmaus,PA.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on us.fitly.work for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.