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