Customer Service Representative / Dispatcher

IF YOU CAN KEEP CUSTOMERS HAPPY, TECHNICIANS MOVING, AND A BUSY DAY UNDER CONTROL - WE WANT TO TALK TO YOU. Some people see a ringing phone, a changing schedule, and ten things happening at once and feel overwhelmed. You see a puzzle that needs to be solved. You're the person who can make a customer feel like they're your only priority while simultaneously making sure the right technician is headed to the right place at the right time. If you're organized, personable, quick on your feet, and genuinely enjoy helping people... You might be exactly who we're looking for. YOU'RE NOT "JUST ANSWERING PHONES" As a CSR / Dispatcher at McCormick Electrical , you're one of the most important connections between our customers and our field team. You're the voice customers hear when they need help. You're the person helping technicians know where they're going next. And you're a huge part of delivering the 5-Star customer experience we're known for. Your job is simple to explain: Take care of the customer. Keep the schedule moving. Help the team win. WHAT YOU'LL BE DOING You'll help keep our service operation running smoothly throughout the day. That means you'll: Answer incoming calls, emails, and text messages promptly and professionally Turn service requests and incoming leads into scheduled appointments whenever possible Build relationships with customers through friendly, solution-focused service Maintain and optimize our service schedule using ServiceTitan Dispatch the right technician to the right job based on urgency, skill set, location, and business needs Keep customers and technicians informed throughout the day regarding schedules and ETAs Follow up with unbooked and cancelled calls to create additional opportunities Make outbound calls when needed to keep our 3-Day Call Board full and generate additional service Monitor and properly classify abandoned calls and incoming leads Accurately document customer information and interactions in ServiceTitan Handle customer questions, concerns, and complaints with empathy and professionalism Support our field technicians and office team throughout the day Follow company procedures and communication standards Participate in required training Some days will move fast. That's exactly why the right person is so valuable. YOU'LL PROBABLY LOVE THIS ROLE IF... You genuinely enjoy helping people You're naturally friendly, personable, and confident on the phone You're an excellent communicator Organization comes naturally to you You can multitask without losing attention to detail You stay calm when things get busy You understand that urgency doesn't have to mean chaos You follow through on what you say you'll do You're comfortable making outbound calls and having real conversations with customers You take pride in getting the details right You can think on your feet and make good decisions You work well with both customers and field technicians You're dependable and accountable You take ownership instead of waiting for someone else to solve the problem You're comfortable learning new technology and computer systems WHY MCCORMICK ELECTRICAL? Because we believe taking care of our customers starts with taking care of our people. We want you to be part of a team where your work matters, your ideas are heard, and your contribution is valued. When you join McCormick Electrical, you can expect: Paid Time Off (PTO) 401(k) retirement plan — eligible after 3 months Ongoing training and development Opportunities to learn and grow A team-focused work environment A company that values work-life balance A culture where good ideas can come from anyone And a company built around four important principles: Safety First. Honesty Without Compromise. On-Time Service. Transparent, Upfront Pricing. OUR 3 WINS PHILOSOPHY Everything we do comes back to three wins: CLIENT WIN TEAM MEMBER WIN COMPANY WIN We take care of our clients first. But we don't believe the customer has to win at the expense of our team. Wh…

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