Dispatcher and Customer Service Representative

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Job Overview:

The Dispatch and Customer Service Representative is a key link between our pool service company and our valued customers. This role requires a blend of logistical coordination and exceptional customer service skills to ensure efficient scheduling of pool maintenance services and prompt resolution of customer inquiries and concerns. The ideal candidate will thrive in a fast-paced environment and exhibit a strong commitment to delivering high-quality service.

Responsibilities:

• Dispatch Operations:
• Coordinate the scheduling of pool maintenance appointments for technicians based on customer requests, geographic locations, and service availability.
• Efficiently allocate resources and optimize technician routes to maximize productivity and minimize travel time.
• Communicate with technicians to provide them with clear instructions, schedules, and any relevant customer information.
• Monitor job progress and ensure timely completion of service appointments.
• Customer Service:
• Serve as the primary point of contact for customer inquiries, requests, and concerns related to pool maintenance services.
• Provide accurate information regarding service offerings, pricing, scheduling, and company policies to customers via phone, email, or in-person interactions.
• Actively listen to customer feedback, address their concerns, and strive to exceed their expectations with prompt and effective resolutions.
• Build and maintain strong customer relationships through courteous, empathetic, and professional communication.
• Administrative Support:
• Maintain detailed records of customer interactions, service requests, and job assignments in the company's database or CRM system.
• Generate and distribute service invoices, receipts, and other relevant documentation to customers as needed.
• Assist in administrative tasks such as filing, data entry, and inventory management to support operational efficiency.
• Quality Assurance:
• Conduct follow-up calls or surveys with customers to ensure satisfaction with services rendered and gather feedback for continuous improvement.
• Collaborate with management and field staff to identify opportunities for service enhancement and process optimization.
• Adhere to company policies, procedures, and quality standards to uphold the company's reputation for excellence in pool service.

Qualifications:

• High school diploma or equivalent; associate's degree or relevant certification preferred.
• Previous experience in customer service, dispatching, or related roles, preferably in a service-oriented industry.
• Strong organizational and time-management skills with the ability to prioritize tasks and adapt to changing priorities.
• Excellent communication skills, both verbal and written, with a customer-focused approach.
• Proficiency in using computer systems, scheduling software, and CRM platforms.
• Ability to remain calm under pressure and resolve conflicts or challenges effectively.
• Knowledge of pool maintenance or related industry experience is a plus.
• Willingness to work flexible hours, including evenings and weekends, as needed to support customer needs.

The Dispatch and Customer Service Representative plays a crucial role in ensuring the smooth operation of our pool service company by efficiently managing scheduling logistics and delivering exceptional customer service. If you are a detail-oriented team player with a passion for customer satisfaction, we encourage you to apply and join our dedicated team.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Dispatching: 1 year (Preferred)

Ability to Commute:

• Rosedale, MD 21237 (Required)

Work Location: In person