Dispatcher/Customer Service Representative

Dispatcher/CSR RoleWe'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 schedulingRequirementsEducation & Experience- High school diploma or equivalent required- Prior dispatch, customer service, or similar role experience preferred- HVAC, plumbing, electrical, construction, or logistics experience beneficialTechnical 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 accuracyCommunication & 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 etiquetteOther Qualifications- Independent and team-oriented work capability- Conflict-resolution and de-escalation skills- Industry terminology familiarity beneficial- Flexible scheduling availability, including evenings and weekendsBenefits- 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 Franks Air Conditioning Inc