Dispatcher/Customer Service Representative

Dispatcher/CSR Role

We're looking for an organized and customer-focused Dispatcher/CSR to maintain operational efficiency by coordinating service calls and dispatching technicians. This role requires assessing customer needs, aligning them with technician availability, and ensuring seamless operations.

Key Responsibilities

- Respond promptly to customer inquiries via phone and email with timely, accurate communication

- Provide detailed service information, scheduling options, and guidance

- Manage appointment scheduling and coordinate with dispatchers

- Maintain accurate records of appointments, customer details, and job statuses

- Address customer concerns professionally and resolve issues promptly

- Conduct follow-up communications to confirm resolution and satisfaction

- Organize and maintain customer database and documentation

- Process payments and invoicing, particularly for tenant/landlord situations

- Promote maintenance plans and relevant products

- Guide customers in service decision-making

- Maintain clear call board by moving unfinished calls forward

- Update builders on work order statuses via portals

- Follow up on "parts ready" tickets and confirm homeowner scheduling

Requirements

Education & Experience

- High school diploma or equivalent required

- Prior dispatch, customer service, or similar role experience preferred

- HVAC, plumbing, electrical, construction, or logistics experience beneficial

Technical Skills

- Proficiency in scheduling/dispatching software (e.g., ServiceTitan)

- Strong Microsoft Office skills (Word, Excel, Outlook)

- GPS tracking and mapping system capability

- Data entry and record-keeping accuracy

Communication & Customer Service

- Excellent verbal and written communication abilities

- Strong active listening and problem-solving skills

- Ability to handle high-pressure situations and multitask

- Professional phone etiquette

Other Qualifications

- Independent and team-oriented work capability

- Conflict-resolution and de-escalation skills

- Industry terminology familiarity beneficial

- Flexible scheduling availability, including evenings and weekends

Benefits

- Competitive compensation and benefits package

- Dynamic, fast-paced work environment

- Supportive team culture with growth and career development opportunities

- Direct impact on customer satisfaction and operational efficiency