Customer Service Representative/Dispatcher

Position Summary
As our Customer Service Representative / Dispatcher, you're the heart of our office. You'll answer incoming calls, reach out to customers, and get the right appointments on the schedule — all while keeping a warm, calm, and helpful tone no matter how busy the day gets. You'll also step in to support our dispatch board when needed, helping coordinate technicians in the field so jo
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bs run smoothly.
This role is perfect for someone who genuinely enjoys talking with people, thrives on staying organized, and takes pride in turning a stressful phone call into a great customer experience.
Key Responsibilities
• Provide exceptional customer service
• Answer incoming phone calls and respond to customer emails promptly and professionally, making every caller feel heard and taken care of
• Make outbound calls to schedule and confirm appointments, follow up on estimates, and check in on completed work
• Create a positive first impression by treating every customer with patience, courtesy, and respect.
• Listen carefully, ask appropriate questions, and gather accurate information about each customer’s service needs.
• Book HVAC and plumbing service and maintenance appointments in our scheduling system, matching the right technician to the right job
• Address customer questions, concerns, and complaints professionally.
• Take ownership of customer issues and work toward timely, reasonable solutions.
• Fill in for the dispatcher as needed — assigning and rerouting technicians, communicating ETAs, and keeping the schedule running efficiently
• Work closely with our field team and office staff to keep communication flowing
• Consider technician skill level, location, availability, workload, call urgency, and customer needs.
• Maintain accurate customer profiles, service records, appointment notes, and job statuses.
• Process required documentation, invoices, and payment information.
• Maintain an organized and up-to-date customer database.
• Assist with general clerical and administrative duties that support daily operations.
• Help fill open appointment times created by cancellations or schedule changes.
• Communicate respectfully and professionally with coworkers, technicians, managers, customers, and vendors.
• Support field personnel by providing clear, complete, and accurate information.
• Participate in team meetings, training, coaching, and process-improvement discussions.
• Identify opportunities to improve scheduling, communication, customer service, and departmental efficiency.
• Share important information that may affect customers, technicians, or the daily schedule.
• Avoid gossip, disrespectful behavior, and unnecessary conflict.
• Help maintain a positive, accountable, and team-oriented work environment.
• Follow all company policies, procedures, ethical standards, and workplace expectations.
Ready to Join Us?
If you love helping people and want to be part of a growing team that values its people, we'd love to hear from you. Apply today!
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance
Application Question(s):
• Do you have experience with ServiceTitan software?
Experience:
• Home Service Industry: 1 year (Preferred)
Language:
• Spanish (Preferred)
Ability to Commute:
• Charleston, SC (Required)
Work Location: In person

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