Customer Service & Dispatch Support Representative (CSR/DSR)

Job Description

Job Description

Customer Service & Dispatch Support Representative (CSR/DSR)Job Description

Parks Heating, Cooling, Plumbing & Electrical has been a leading provider of HVAC, plumbing, and electrical services throughout the Charlotte Metro Area for over 50 years. We inspire our employees to be the best they can be, anticipate the needs of our customers, and make a positive contribution to the comfort and well-being of the people we serve.

Do it right the first time—“That’s the Parks Way!”

We are actively seeking a dependable and customer-focused Customer Service & Dispatch Support Representative (CSR/DSR) in the Charlotte, NC area.

The primary responsibility of this position is to support our customers and dispatch team by making proactive outbound calls, providing estimated arrival times, and keeping customers informed throughout the service process. This individual will also perform regular Customer Service Representative duties, including answering inbound calls, booking service appointments, making outbound calls, and delivering an exceptional customer experience.

Reasons to Join Parks

• Competitive pay and compensation

• Work-from-home opportunities may be available following the successful completion of training and based on business needs

• Company-sponsored medical, vision, and dental insurance

• 401(k) plan with company match

• Fast-paced, team-oriented work environment

• Training and opportunities for professional advancement

Specific Duties and ResponsibilitiesCustomer and Dispatch Support

• Make proactive outbound calls throughout the day to keep customers informed of technician arrival times.

• Provide customers with timely updates regarding delays, schedule changes, or revised arrival windows.

• Monitor the daily service schedule and identify customers who require appointment-status or technician-arrival updates.

• Communicate with dispatchers and field technicians to obtain accurate arrival information.

• Assist the dispatch team with customer communication and schedule-related updates.

• Document all customer conversations, arrival-time updates, and appointment changes accurately in the customer management system.

• Notify leadership or the appropriate dispatcher of significant delays, scheduling conflicts, or dissatisfied customers.

• Help ensure customers receive consistent communication from the time their appointment is booked until the technician arrives.

• Maintain a calm, professional, and empathetic approach when assisting customers affected by delays or scheduling changes.

Customer Service Responsibilities

• Answer incoming customer calls and convert appropriate calls into booked service appointments.

• Listen to, understand, and respond to customers’ HVAC, plumbing, and electrical needs.

• Provide professional and accurate information regarding appointments, services, and technician availability.

• Respond to customer requests, resolve concerns, and positively represent the Parks brand.

• Make outbound calls to schedule service, routine maintenance, and membership appointments.

• Promote, sell, and renew company maintenance plans when appropriate.

• Build rapport with customers and encourage repeat business.

• Follow the company’s process for resolving customer concerns quickly and favorably.

• Maintain and update customer records with complete and accurate information.

• Participate in training, coaching, and call-review sessions to improve booking performance and customer communication.

• Support the customer service and dispatch departments during high-call-volume periods.

• Meet established performance expectations related to outbound calls, customer updates, booked appointments, call quality, accuracy, and customer satisfaction.

• Perform additional duties and responsibilities as assigned by leadership.

Qualifications

• At least one year of call-center, customer service, scheduling, dispatch support, or related experience is preferred.

• Experience in the HVAC, plumbing, electrical, home-service, or similar industry is a plus.

• Experience with ServiceTitan, Dispatch Pro, or another customer relationship or dispatch management system is a plus.

• Ability to make and receive a high volume of calls throughout the workday.

• Strong verbal, written, and active-listening skills.

• Ability to communicate schedule changes and delays clearly, professionally, and empathetically.

• Excellent organization, time-management, and multitasking abilities.

• Strong attention to detail and commitment to maintaining accurate customer records.

• Comfortable working with phone systems, computers, scheduling software, and customer databases.

• Ability to work independently while remaining closely connected to the customer service and dispatch teams.

• Ability to remain composed and solution-focused in a fast-paced, goal-driven environment.

• Dependable, flexible, highly motivated, and willing to adapt to changing business needs.

• Competitive individual contributor who also enjoys succeeding as part of a team.

• Ability to meet established key performance goals and follow through on assigned responsibilities.

Additional-Duties Disclaimer

This job description is not intended to be an all-inclusive list of duties and responsibilities. Duties may be added, removed, or modified based on business needs. The employee may be required to perform additional tasks as assigned by leadership.