Customer Service Specialist - Dispatcher

Jackson & Sons; Dudley (MA); On-site; USD 36,000 - 52,000; Full time

Job summary

Jackson & Sons is seeking a highly organized Dispatcher to be the communication hub of our service team. You will manage incoming calls, schedule service appointments, and coordinate technicians in the field to keep operations running smoothly.

In this role you’ll deliver a seamless customer experience from the first phone call to job completion, while maintaining CRM records and supporting invoicing and administrative tasks as needed.

Qualifications

• Strong communication and multitasking abilities in a fast-paced environment.
• Excellent organizational and problem-solving skills.
• Comfortable using scheduling software and computer systems.

Responsibilities

• Answer inbound calls and respond to customer inquiries with professionalism.
• Schedule, confirm, and adjust service appointments efficiently.
• Dispatch technicians based on location, skillset, and priority.
• Communicate clearly with field technicians to ensure timely service delivery.
• Monitor job progress and adjust schedules as needed.

Skills

Communication

Multitasking

Organization

Problem solving

Education

High school diploma or equivalent

Tools

Scheduling software

CRM systems

Job description

Job Summary

Jackson & Sons is seeking a highly organized and customer-focused Dispatcher to be the communication hub of our service team. In this role, you’ll manage incoming calls, schedule service appointments, and coordinate technicians in the field to keep operations running smoothly. You’ll play a key part in delivering a seamless customer experience—from the first phone call to job completion.

What You’ll Do

• Answer inbound calls and respond to customer inquiries with professionalism and urgency
• Schedule, confirm, and adjust service appointments efficiently
• Dispatch technicians based on location, skillset, and priority
• Communicate clearly with field technicians to ensure timely service delivery
• Monitor job progress and adjust schedules as needed throughout the day
• Provide customers with updates, ETAs, and follow-up communication
• Maintain accurate records in dispatch and CRM systems
• Assist with invoicing, work orders, and basic administrative tasks
• Support the team in meeting daily performance and service goals

What You Bring

• Previous experience in customer service, dispatch, or call center environment preferred
• Strong communication and multitasking skills in a fast-paced setting
• Excellent organizational and problem-solving abilities
• Comfortable using scheduling software and computer systems
• Ability to remain calm and professional under pressure
• Team-oriented mindset with a customer-first attitude
• High school diploma or equivalent required

Why Join Carolina Heating?

At Jackson & Sons, we take pride in serving our community with honesty, reliability, and skill. You’ll be part of a supportive team that values hard work, clear communication, and a positive workplace culture—with just the right amount of Carolina ease.

Equal Opportunity Employer (EEO)

Jackson & Sons is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, and we do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status.