Customer Service Representative

Job Description

Job Description

Customer Service Representative / Dispatcher

The Maintenance Company, Inc. (TMC) is a leading national facility maintenance company, specializing in comprehensive maintenance management services for commercial properties across the United States and Canada.

Position Overview

We are looking for a Customer Service Representative (CSR) / Dispatcher to join our team. This role is pivotal in managing, scheduling, and ensuring the successful completion of maintenance service requests.

The CSR will act as the primary point of contact for facility managers, site managers, and service technicians, handling communication via phone, email, and web-based platforms to ensure seamless service delivery.

Key Responsibilities

• Serve as the liaison between customers and service technicians, ensuring clear, timely communication.
• Provide customers with regular scheduling and service updates through email and web-based platforms.
• Manage service orders, including adding detailed notes on scheduling status and completed work information.
• Coordinate service orders with technicians, including releasing work for approved estimates.
• Prioritize and expedite high-priority service requests, such as emergency services, to ensure timely completion.
• Oversee service technician pricing and job costing to align with projects.
• Research necessary information, accurately process service orders, and enter data efficiently.
• Uphold customer satisfaction and maintain TMC’s commitment to integrity and quality service.

Required Skills & Qualifications

• Strong comprehension and interpretation skills to follow instructions and resolve issues effectively.
• Proficiency in basic to intermediate computer skills.
• Familiarity with Microsoft Office Suite, particularly Outlook, or similar email platforms.
• Ability to multitask, prioritize, and manage multiple service orders with attention to detail.
• Excellent written and verbal communication skills.
• Ability to work effectively under pressure and meet time-sensitive deadlines.
• Punctuality and reliability are essential for this role.

Benefits

• 401(k) retirement plan with company matching
• Paid time off (PTO) and paid holidays
• Paid life insurance
• Comprehensive medical, dental, and vision insurance options
• Health Care Savings Account (HSA)
• Flexible Spending Account (FSA)

Schedule

• Full-Time, In-Office : Monday to Friday, 8 : 30 AM 5 : 30 PM
• Hybrid option after training, In-Office : 3 days per week, Remote : 2 days per week

If you’re a reliable team player with strong customer service skills and a commitment to excellence, we invite you to apply and join our team at The Maintenance Company, Inc.