Dispatcher/Customer Service Representative

Job Summary

As a Dispatcher/Customer Service Representative (CSR), you will be a key player in maintaining operational efficiency by coordinating service calls and dispatching technicians. Your primary responsibility will be to assess customer needs and align them with technician availability, ensuring the delivery of high-quality service and seamless operations. Your ability to multitask, prioritize tasks, and handle scheduling challenges will be critical in supporting the overall success of our operations.

Key Responsibilities

• Respond promptly to customer inquiries via phone and email, ensuring timely and accurate communication.
• Provide detailed information regarding services, scheduling, and available options.
• Efficiently manage service appointment scheduling and coordinate with dispatchers to ensure smooth operations and exceed customer expectations.
• Maintain accurate records of appointments, customer details, and job statuses for reference and follow-up.
• Address customer concerns or complaints professionally and resolve issues promptly.
• Ensure proper follow-up to confirm issue resolution and ensure customer satisfaction.
• Organize and maintain an up-to-date customer database and process all necessary documentation.
• Assist with payment processing and invoicing, particularly in tenant/landlord situations.
• Promote maintenance plans and other relevant products to enhance customer value.
• Guide customers in making informed decisions about services to meet their needs.
• Contribute to team discussions aimed at improving processes and enhancing service quality.
• Maintain a clear board by moving unfinished calls to the following business day.
• Update builders on work order statuses via builder portals.
• Follow up on “parts ready” tickets and confirm scheduling with homeowners.