Customer Service Expert/ Dispatcher

Who We AreAt Lakeside Pro Services, we are a team of dedicated professionals committed to providing top-tier plumbing, irrigation, lawn care, and home renovation services throughout the Midwest. Since our founding in 1998 in Grosse Pointe, Michigan, we've grown by delivering exceptional results while continuously investing in state-of-the-art equipment and comprehensive in-house training for our team.Our unified approach, operating as One Team, ensures we meet the highest standards of service, safety, and efficiency. We take pride in enhancing both residential and commercial properties, offering tailored solutions that make our clients’ spaces safer, more functional, and more beautiful. With a focus on professionalism and trust, we aim to make every property we service one our clients can be proud of.Our One Team VisionWe center our focus on our team and our culture, creating an unparalleled experience for our clients while building a brighter future for every member of our organization.What We Value

• One Team – We collaborate and support each other to win together.
• Service Heart – We put clients and teammates first.
• Accountability – We take ownership and follow through.
• Grit – We work hard and persevere through challenges.
• Innovation – We continuously improve and think ahead.

Position OverviewThe Client Success Expert I (CSE I) is an entry-level, customer-facing role responsible for delivering outstanding service while supporting membership growth, scheduling, and operational execution across Lakeside Pro Services.This role serves as the foundation of the Client Success career path at Lakeside Pro Services. The CSE I primarily manages inbound customer communication, educates customers on membership offerings, books services, and identifies opportunities to bundle services to better meet customer needs.In addition to customer service and scheduling responsibilities, this role supports dispatch operations, with an increased focus on coordinating and dispatching snow removal crews during the winter season. This includes helping organize daily routes, communicating assignments and schedule changes, monitoring service progress, and maintaining clear communication between customers, field teams, and internal departments.While this role does not carry outbound sales quotas or high-level account management responsibilities, it requires strong communication skills, attention to detail, system proficiency, adaptability, and a proactive, customer-first mindset.This position is ideal for someone who thrives in a fast-paced service environment, can adapt to changing operational priorities, and wants to grow into advanced Client Success, Sales, or Operations roles.What You’ll Do1. Inbound Customer Service & Membership Support

• Answer inbound calls professionally and efficiently.
• Educate customers on membership offerings and benefits.
• Book services included in memberships.
• Identify opportunities to bundle additional services.
• Maintain accurate customer notes and documentation.
• Support membership retention through proactive service coordination.
• Address customer questions and concerns or direct them to the appropriate team member.
• Communicate service updates, appointment changes, and follow-up information clearly and professionally.

2. Customer & Property Setup (ServiceTitan)

• Create and update customer profiles.
• Enter and manage property details.
• Schedule appointments accurately.
• Ensure data accuracy to support dispatch, billing, reporting, and field operations.
• Maintain clean CRM records and system integrity.
• Verify service details, property information, and relevant customer instructions to support efficient service delivery.
• Ensure work orders contain the information needed by field teams to complete services effectively.

3. Scheduling & Dispatch Coordination

• Partner with dispatch and operations teams to schedule seasonal and recurring services.
• Support auto-scheduling workflows and maintain accurate service calendars.
• Coordinate service timing with customers and communicate appointment confirmations and changes.
• Communicate clearly between customers, dispatch, and field teams.
• Monitor schedules and help identify conflicts, delays, or opportunities to improve route efficiency.
• Assist with adjusting schedules in response to weather, staffing, equipment availability, and changing customer needs.
• Maintain accurate scheduling notes and communicate operational updates to the appropriate team members.

4. Seasonal Snow Dispatch & Operations SupportDuring the winter season, this role will take on additional responsibilities supporting snow removal dispatch and field operations to help ensure timely, efficient, and reliable service delivery.Responsibilities include:

• Assist with dispatching snow removal crews based on service requirements, weather conditions, staffing, and operational priorities.
• Communicate daily assignments, routes, property lists, and service expectations to snow crews.
• Help coordinate crew schedules and route assignments to support efficient coverage of residential and commercial properties.
• Monitor crew progress and service status, following up as needed to confirm completion of assigned work.
• Communicate weather-related schedule changes, delays, priority adjustments, and operational updates to crews and internal teams.
• Serve as a communication link between snow crews, operations leadership, and customer service to help resolve service issues quickly.
• Track reported property issues, missed services, access concerns, and customer requests, escalating issues when necessary.
• Maintain accurate dispatch records, service updates, and completion notes within the appropriate systems.
• Support communication regarding equipment availability, staffing changes, and other operational needs affecting service delivery.
• Help maintain a high level of customer communication and service reliability during snow events and periods of increased demand.
• Remain flexible and responsive during active snow events, recognizing that winter weather may require changing schedules and priorities.

Snow dispatch responsibilities may require flexibility in working hours during significant snow events, including early mornings, evenings, weekends, or holidays, based on business and operational needs.5. Service & Systems KnowledgeDevelop a working knowledge of all Lakeside Pro Services offerings, including:

• Irrigation services
• Landscape lighting
• Lawn care programs
• Plumbing services
• Construction and remodeling, including bathrooms, kitchens, and basements
• Trex decking installations
• Seasonal snow and ice management services

While this role does not independently estimate complex projects, it must understand how services are packaged, priced, scheduled, and delivered. The CSE I should be able to identify the appropriate resources, communicate service expectations, and support coordination across departments.6. Financing & Customer Support

• Understand basic financing options.
• Answer general customer financing questions.
• Direct complex or project-specific inquiries to appropriate team members.

7. Teamwork, Communication & Operational Support

• Collaborate with Client Success, Dispatch, Sales, and Operations to support shared business goals.
• Maintain a professional, solutions-oriented approach when handling customer concerns and operational challenges.
• Follow established processes, communicate proactively, and take ownership of assigned responsibilities.
• Support seasonal transitions and changing workloads across departments.
• Contribute ideas to improve scheduling accuracy, dispatch efficiency, customer satisfaction, and overall service delivery.

What We’re Looking For

• Strong verbal communication skills and professional phone presence.
• High attention to detail and strong organizational skills.
• Ability to learn multiple service lines, software systems, and operational processes quickly.
• Comfort working in a fast-paced, service-driven environment.
• Ability to manage competing priorities and adapt to changing schedules.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Team-oriented mindset with a willingness to learn and support other departments.
• Strong listening skills and customer empathy.
• Reliability, accountability, and consistent follow-through.
• Ability to communicate effectively with customers, field crews, and internal leadership.
• Willingness to support seasonal snow dispatch operations and adjust working hours when required by business needs.

Preferred Experience

• Experience in home services, trades, landscaping, snow removal, or customer service.
• Exposure to CRM, dispatch, or scheduling software; ServiceTitan is a plus.
• Familiarity with membership-based service models.
• Experience coordinating field teams, service routes, or appointment schedules.
• Previous dispatch or seasonal operations experience is a plus but not required.

Career Path & Growth OpportunitiesThis role is intentionally structured as an entry point into multiple career paths, including:

• Client Success Expert II
• Client Success Expert III
• Lead Client Success Expert
• Account Management
• Inside Sales Technician
• Operations or Dispatch roles

Performance, learning aptitude, consistency, initiative, and leadership behaviors drive advancement within Lakeside Pro Services.Why This Role MattersThe Client Success Expert I plays a critical role in:

• Driving membership growth.
• Improving customer retention.
• Ensuring accurate scheduling and service delivery.
• Supporting efficient snow crew dispatch and winter operations.
• Helping crews complete services safely, efficiently, and on schedule.
• Maintaining clear communication between customers, field teams, and internal departments.
• Creating a seamless customer experience across multiple service lines.
• Supporting scalable growth and operational efficiency across the organization.

This position directly impacts revenue stability, customer satisfaction, field productivity, operational efficiency, and the overall client experience throughout the year.Benefits

• Competitive compensation
• Bonus potential
• Health insurance through BCBS
• Dental, Vision, and Life Insurance
• Short-Term Disability
• Supplemental Accident Insurance
• 401(k) plan through Merrill Lynch
• Paid Time Off
• Paid Holidays
• Employee recognition and incentive programs
• Growth and advancement opportunities

Equal Employment OpportunityLakeside Pro Services is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected classification under applicable federal, state, or local law.Pre-Employment RequirementsEmployment offers may be contingent upon successful completion of a background check and verification of employment eligibility.