Dispatcher and Customer Service Representative

CastleWorks Home Services Company; Thousand Oaks (CA); On-site; USD 36,000 - 60,000; Full time

Job summary

CastleWorks Home Services Company is seeking a proactive Customer Service Representative to handle inbound calls about service and billing, and to place warm outbound calls for scheduling and surveying appointments.

The role emphasizes maintaining positive customer relationships, meeting productivity goals, and coordinating with dispatch and field teams. Strong phone etiquette and prior call center experience are valued.

Qualifications

• 1–2 years in a call center with customer service and dispatch experience preferred.
• Sales experience a plus.
• Excellent interpersonal and phone etiquette with all customers.

Responsibilities

• Answer incoming calls related to service and billing.
• Make warm outbound calls to schedule and survey appointments.
• Manage customer concerns to maintain positive relationships.
• Follow scripts and achieve productivity standards.
• Update customer information in Service Titan.
• Dispatch technicians and coordinate with field units.
• Maintain call logs and documentation.

Skills

Call center

Customer service

Dispatch

Phone etiquette

Bilingual

Tools

Service Titan

Microsoft Office

Dispatch software

Job description

Description

• Answer incoming calls from customers related to service, billing, and other departments promptly.
• Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
• Manage customer concerns with the objective of maintaining a positive customer relationship.
• Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts.
• Maintain a positive, professional, optimistic attitude in the workplace.
• Check voice mail messages from the after-hours answering service.
• Review dispatch board with the dispatcher(s)
• Call customers from the non-emergency after hours service to schedule appointments
• Confirm all scheduled appointments with customers throughout the day.
• Accurately gather all necessary customer information.
• Provide recommendations for service and maintenance contracts as appropriate.
• Assist other departments as needed and perform other duties as assigned.
• Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information.
• Prioritizing service requests to serve the most urgent needs, and technician locations.
• Utilizing Service Titan, add and update customer information.
• Ensure that service crews are well informed and ready to go.
• Dispatch technicians based on emergency and non-emergency calls and document important information.
• Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
• Direct crews by making contact through the phone and other field units to the appropriate sites.
• Supervise the route and status of field units to prioritize their daily schedule.
• Operate and manage a multi-line telephone console system.
• Respond to queries related to products and deliveries.
• Maintain and update call logs, call records and other important documentation.

What You'll Be Doing

• Answer incoming calls from customers related to service, billing, and other departments promptly.
• Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
• Manage customer concerns with the objective of maintaining a positive customer relationship.
• Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts.
• Maintain a positive, professional, optimistic attitude in the workplace.
• Check voice mail messages from the after-hours answering service.
• Review dispatch board with the dispatcher(s)
• Call customers from the non-emergency after hours service to schedule appointments
• Confirm all scheduled appointments with customers throughout the day.
• Accurately gather all necessary customer information.
• Provide recommendations for service and maintenance contracts as appropriate.
• Assist other departments as needed and perform other duties as assigned.
• Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information.
• Prioritizing service requests to serve the most urgent needs, and technician locations.
• Utilizing Service Titan, add and update customer information.
• Ensure that service crews are well informed and ready to go.
• Dispatch technicians based on emergency and non-emergency calls and document important information.
• Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
• Direct crews by making contact through the phone and other field units to the appropriate sites.
• Supervise the route and status of field units to prioritize their daily schedule.
• Operate and manage a multi-line telephone console system.
• Respond to queries related to products and deliveries.
• Maintain and update call logs, call records and other important documentation.

Requirements

• Must be able to speak on the phone during the entire work shift.
• A minimum of one to two years is strongly preferred working in a call center with customer service and dispatch experience
• Sales experience a plus
• Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers
• Strong customer service attitude
• Ability to manage multiple priorities within a fast-paced environment.
• Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
• Highly detailed and organized.
• Ability to work as part of a team.
• Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software.
• Stress tolerance- thrives in a high-pressure environment.
• Ability to work evenings weekends.
• Bilingual a plus

What We're Looking For:

• Must be able to speak on the phone during the entire work shift.
• A minimum of one to two years is strongly preferred working in a call center with customer service and dispatch experience
• Sales experience a plus
• Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers
• Strong customer service attitude
• Ability to manage multiple priorities within a fast-paced environment.
• Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
• Highly detailed and organized.
• Ability to work as part of a team.
• Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software.
• Stress tolerance- thrives in a high-pressure environment.
• Ability to work evenings weekends.
• Bilingual a plus

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.