Customer Care Representative/Dispatcher Hybrid

Job Title: Customer Service Representative/Dispatcher

Department: Call Center

Reports To: Customer Service Supervisor

Pay Scale: $18 - $22 Hourly Base, DOE + SPIFFS

FLSA Status: Non-Exempt, Full-Time

Schedule: This is not a remote, hybrid, or flexible scheduling position. Applicants must be able to consistently work the assigned schedule.

• Sunday: 8am-8pm
• Monday: 8am-5pm
• Tuesday: 8am-5pm
• Wednesday: 1pm-8pm
• Thursday: 8am-2pm

The Customer Service Representative/Dispatcher serves as the primary point of contact for customers while coordinating the daily scheduling and dispatching of HVAC, plumbing, and electrical service technicians. This position is responsible for answering incoming calls, creating and scheduling service appointments, dispatching technicians, supporting the company's membership maintenance program, and maintaining clear communication between customers, technicians, and management. This role plays a vital part in delivering exceptional customer service while maximizing technician efficiency and ensuring timely, accurate service delivery.

Key Responsibilities

• Answer a high volume of inbound customer calls professionally and efficiently.
• Schedule service calls, maintenance visits, and membership appointments.
• Create and manage service tickets within ServiceTitan.
• Dispatch HVAC, plumbing, and electrical technicians based on availability, location, skill level, and priority.
• Monitor technician progress throughout the day and adjust schedules as needed to maximize efficiency and respond to emergencies.
• Communicate appointment confirmations, technician arrival updates, and service status with customers.
• Complete outbound calls for appointment confirmations, follow-up communication, membership scheduling, customer satisfaction, and service updates.
• Coordinate recurring HVAC, plumbing, and electrical maintenance appointments and support the company's membership program.
• Maintain accurate customer records, service notes, and job documentation.
• Verify job times and service documentation to support payroll and billing processes.
• Collaborate with service managers, technicians, and call center staff to improve scheduling efficiency and customer satisfaction.
• Identify opportunities to promote maintenance memberships and additional company services when appropriate.
• Resolve customer concerns professionally or escalate issues when necessary.
• Maintain confidentiality of customer and company information.
• Perform other duties as assigned.