Dispatcher/Customer Service Representative

About the Role

We’re seeking a Dispatcher/Customer Service Representative to join our team. This role involves coordinating service calls and dispatching technicians while assessing customer needs and aligning them with technician availability. Success requires multitasking, prioritization, and handling scheduling challenges.

Key Responsibilities

Handle customer inquiries through phone and email with timely communication
Provide service information and scheduling details
Manage appointment scheduling and coordinate with dispatchers
Maintain accurate records of appointments and job statuses
Address and resolve customer complaints professionally
Manage customer database and process documentation
Assist with payment processing and invoicing
Promote maintenance plans and relevant products
Update builders on work order statuses via portals
Follow up on parts-ready tickets and confirm homeowner scheduling
Contribute to team process improvement discussions

Requirements

Education & Experience

High school diploma or equivalent
Dispatch/customer service experience preferred
Background in HVAC, plumbing, electrical, construction, or logistics beneficial

Technical Skills

ServiceTitan or similar dispatching software proficiency
Microsoft Office competency (Word, Excel, Outlook)
GPS tracking and mapping system capability
Data entry accuracy

Soft Skills

Excellent verbal and written communication
Active listening and problem-solving abilities
High-pressure situation management
Professional phone etiquette
Strong attention to detail
Time management and adaptability
Conflict resolution and de-escalation expertise
Ability to work independently and collaboratively

Other Requirements

Flexible hours including evenings/weekends if needed
Familiarity with industry terminology

What We Offer

Competitive compensation and benefits package
Dynamic, fast-paced work environment
Supportive team culture with growth opportunities
Direct impact on customer satisfaction