Customer Service Representative

Dispatcher / Customer Service Representative

This contract-to-hire Dispatcher / Customer Service Representative role supports a busy service team during a period of increased demand and employee leave coverage. You will play a key role in maintaining a high level of customer service during the busy summer season, with the potential to transition into a permanent position. The position suits a quick learner with strong computer skills who is comfortable handling a high volume of inbound calls and working in a fast-paced, customer-focused environment.

Responsibilities

• Handle a high volume of inbound customer calls (approximately 50+ calls per day) from homeowners, including those who may be frustrated or have urgent needs, while remaining calm and professional.
• Schedule service calls and preventative maintenance appointments accurately and efficiently.
• Gather detailed customer and service information and document it accurately for dispatchers and the service team.
• Make outbound follow-up calls as needed to confirm appointments, clarify details, or provide updates to customers.
• Enter, update, and maintain accurate customer and service information in proprietary service software and related systems.
• Use Microsoft Excel, Word, and Outlook for daily communication, documentation, and coordination with internal teams.
• Maintain professionalism, empathy, and a customer-first mindset while managing competing priorities in a fast-paced environment.
• Collaborate closely with dispatchers and service technicians to ensure timely and accurate scheduling and coordination of service calls.
• Follow established internal processes and adapt quickly to changes in procedures, systems, or customer needs.

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+ inbound calls per day while maintaining professionalism, efficiency, and accuracy.
• Comfort and skill in speaking with upset or frustrated customers and de-escalating situations calmly and respectfully.
• 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.
• Excellent verbal communication skills, including clear phone presence and active listening.
• Strong attention to detail and accuracy when documenting customer details, service requests, and scheduling information.
• Ability to remain calm, organized, and professional when handling time-sensitive, high-stress customer interactions.

Additional Skills & Qualifications

• Experience in environments such as medical offices, healthcare, construction, trades, or dispatch is preferred.
• Experience working in roles that involve managing time-sensitive and high-stress customer interactions is highly valued.
• Dispatch or service coordination experience is a plus, but not required.
• Proficiency with Microsoft Office tools, including Excel, Word, and Outlook, for communication and documentation.
• Demonstrated ability to work effectively in a fast-paced, customer-focused setting with competing priorities.
• Strong organizational skills and a proactive approach to problem-solving and follow-up.

Work Environment

This is an onsite, contract-to-hire position with an initial duration of approximately six months, offering the potential to convert to a permanent role based on performance and business needs. The standard schedule is Monday through Friday, 8:00 AM to 5:00 PM, with a one-hour lunch break. During peak summer and winter seasons, seasonal overtime may be required, including rotating shifts until 6:00 PM and a rotating four-hour Saturday morning shift. You will work in a fast-paced, service-oriented environment that relies on proprietary service software and Microsoft Office applications for daily operations. The culture emphasizes professionalism, empathy, and high-quality customer service while supporting the service team during periods of increased demand.

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.

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)

Workplace Type

This is a fully onsite position in Emmaus, PA.

Application Deadline

This position is anticipated to close on Jun 8, 2026.