Job Details

The Customer Service Representative I is responsible for managing service requests, dispatching calls to the appropriate technicians or field staff, and conducting outbound calls to customers. This role serves as a key communication hub, ensuring timely responses, accurate scheduling, and a high level of customer satisfaction.

Key Responsibilities

Call Dispatch & Coordination

• Dispatch service calls to technicians or field staff based on availability, urgency, and skill set
• Monitor call queues and job status to ensure timely completion
• Update scheduling systems and track dispatched calls for accuracy and follow-up

• Make outbound calls to confirm appointments, follow up on service requests, and provide updates
• Contact customers regarding missed calls, service delays, or rescheduling needs
• Conduct courtesy calls, satisfaction checks, or reminder calls as required

• Provide professional, courteous, and solution-oriented customer support
• Accurately document customer interactions, notes, and outcomes in CRM or dispatch systems
• Resolve basic customer concerns and escalate complex issues when necessary

• Maintain accurate customer records, schedules, and service logs
• Communicate effectively with internal teams to ensure service expectations are met
• Support reporting, call tracking, and performance metrics as assigned

• High school diploma or equivalent (associate degree preferred)
• 1-2 years of experience in customer service, call center, dispatch, or coordination roles preferred
• Strong verbal communication and active listening skills
• Ability to manage high call volumes and multitask in a fast-paced environment
• Proficiency with phone systems, CRM software, and scheduling tools
• Strong organizational skills and attention to detail

• Customer-focused mindset
• Time management and prioritization
• Problem-solving and decision-making
• Clear and professional communication
• Reliability and teamwork

• Office-based or remote with extensive phone and computer use
• May require flexible scheduling, including evenings or weekends, depending on business needs

• Competitive hourly wage or salary
• Benefits package including [health insurance, PTO, retirement plan, etc.