Service Dispatcher

Service Dispatcher / CSR

Schedule : Monday through Friday, First Shift

Overtime required during high demand.

Primary Role :

The Service Dispatcher / CSR is the central hub of the service department. This role ensures smooth daily operations by effectively coordinating technicians, managing customer requests, and balancing customer satisfaction with technician availability and expertise. Success in this role will be measured by timely response to customer inquiries, technician productivity, and overall customer satisfaction.

Supervisor : Service Department Manager or Owner

Required Qualifications :

• Minimum of two (2) years' experience in customer service, preferably in dispatching, scheduling, or call center environments.
• High school diploma or GED equivalent.
• Proficiency with computer systems including Google Apps, Microsoft Office, dispatching software, CRM platforms, and ability to learn new systems quickly.
• Geographical familiarity with service area or ability to read maps required.
• Demonstrated ability to remain composed and adaptable in a fast-paced, changing environment.
• Proven ability to work independently with minimal supervision, as well as collaboratively within a team.
• Reliable, honest, and cooperative; must maintain confidentiality when handling sensitive information.
• Strong professionalism, integrity and work ethics.
• High energy, proactive personality with leadership qualities.
• Desire to help people and provide excellent customer service.
• Enjoys taking on challenges and is driven to succeed by achieving target goals.

Essential Skills :

Key Responsibilities :

90% positive feedback).

Performance Expectations :

Inbound call booking rate of 76%.

Daily appointment capacity at 80%.

Daily guaranteed appointments 50%.

Average travel time per dispatch of no more than 18 minutes.

Average revenue per dispatch; metric provided by the Service Manager monthly.