Customer Service/Dispatch Representative
Dayco SystemsPosition Summary The Customer Service/Dispatch Representative is the voice of Dayco Systems, responsible for creating an exceptional first impression with every customer interaction. This role handles inbound calls, web leads, scheduling and managing booked jobs through our CRM, and customer inquiries — converting opportunities into booked appointments while ensuring every interaction reflects Dayco’s brand promise: Dependable. Driven. Dayco. CSRs are responsible for maximizing call conversion, supporting marketing campaigns, and maintaining accurate customer data to help drive the company’s growth and reputation across residential and multi-family divisions. Core Responsibilities Customer Interaction & Call Handling · Answer all inbound calls, texts, and web inquiries promptly and professionally. · Follow the Dayco call script and service process to convert leads into booked appointments. · Demonstrate empathy, active listening, and confidence to build trust with every customer. · Clearly communicate service offerings, maintenance memberships, and financing options. · Manage reschedules, confirmations, and customer follow-ups efficiently. · Record all call notes, lead sources, and customer details accurately in ServiceTitan or CRM system. · Make outbound calls as needed to return customer calls, follow up on open requests, and complete customer service follow-up. · Proactively contact Neighborhood Comfort Club members to schedule due or upcoming maintenance visits and help maintain membership appointment completion. Booking & Conversion · Maintain a high booking conversion rate for all incoming leads and calls. · Ensure schedule capacity is filled daily through strategic booking and follow-up on unbooked leads. · Proactively reach out to missed or abandoned calls, ensuring no opportunity is left unaddressed. · Support marketing campaigns, promotions, and seasonal initiatives by promoting relevant offers to customers. · Coordinate with Dispatch to ensure booked jobs align with technician skillsets and availability. Customer Experience & Retention · Provide a positive, personalized experience on every interaction that builds long-term relationships. · Handle customer questions regarding warranties, service history, and maintenance memberships. · Promote the Neighborhood Comfort Club and other Dayco programs that enhance customer loyalty. · Collaborate with the Marketing Team to collect feedback and identify service improvement opportunities. · Assist in generating reviews, testimonials, and survey participation to strengthen Dayco’s online reputation. Data Accuracy & Communication · Maintain accurate customer information, job details, and notes in the CRM. · Tag and track all leads by marketing source for performance reporting. · Escalate recurring customer concerns or booking challenges to the CSR Lead. · Participate in team meetings and coaching sessions to improve performance and consistency. Key Performance Indicators (KPIs) · Call-to-Booking Conversion Rate (Goal: 85%+) · Missed Call Rate (Goal: <3%) · Schedule Fill Rate · Membership Conversions and Renewal Rate · Review Generation and NPS Feedback · Accuracy of Lead Source Tracking · Average Speed of Answer and Call Quality Score Qualifications · 2+ years of customer service, dispatch or call center experience (home services preferred). · Strong communication and interpersonal skills. · Proven ability to handle high call volumes while maintaining quality and empathy. · Proficient with ServiceTitan, CRM, or call tracking systems. · Excellent time management and multitasking abilities. · Positive, team-oriented mindset with a passion for helping others. · Comfortable working in a performance-driven envi…