Customer Service Representative

Job Title: Service Dispatcher / CSR

Location: Baltimore, MD 21227 (ON SITE)

Pay Range: $14 – 15.49/Hr. On W2 (Depending on Experience/Interview)

Duration: Contract Role (Possible Extension or Temp to Hire for Right Candidate)

Available Schedule: Monday to Friday 08:00 AM to 05:00 PM

Job Description:

Handle incoming customer calls, create dispatch tickets, and document service requests.

Schedule and dispatch technicians for daily repair work orders based on job requirements and priorities.

Clearly communicate work scope, schedules, and time requirements to technicians.

Prioritize service requests and optimize technician routes to improve operational efficiency.

Coordinate with the Service Manager and Account Management Processor to prepare biweekly technician schedules.

Distribute daily work orders proactively and follow established scheduling guidelines.

Assist in tracking and recording nonproductive technician time.

Attend daily DMB meetings and provide updates on key performance indicators (KPIs).

Identify opportunities to improve KPI performance, complete assigned follow-up tasks, and escalate operational issues.

Follow service and operations (S&O) guidelines and established best practices.

Maintain customer files, service records, billing documents, and other required paperwork.

Provide administrative and marketing support as needed.

Qualifications:

High school diploma or GED required.

Previous experience in dispatching, scheduling, customer service, or service coordination preferred.

Strong organizational, communication, and time management skills.

Ability to prioritize multiple work orders and manage changing schedules.

Basic computer skills and ability to maintain accurate records.

Strong attention to detail and problem-solving abilities.

Ability to work onsite in a fast-paced, team-oriented environment.

PrideGlobal and it's affiliates offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates : Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.