Dispatcher/Customer Service Representative

Einstein Pros; Bend (OR); On-site; USD 36,000 - 48,000; Full time

Job summary

Einstein Pros is seeking a Dispatcher/Customer Service Representative in Bend, OR to handle incoming service calls and schedule technicians. You will coordinate with managers and technicians to optimize dispatch efficiency and ensure timely customer updates.

Ideal candidates have customer service experience, strong communication skills, and the ability to thrive in a fast-paced office. Plumbing/HVAC familiarity is a plus, and Service Titan knowledge is beneficial.

Qualifications

• Experience in customer service environments.
• Knowledge of Service Titan platform is a plus.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced office with a team.

Responsibilities

• Answer incoming service calls from customers.
• Organize, prioritize and schedule all incoming customer service calls with the technicians.
• Maximize call volume by efficiently dispatching and communicating with department managers and technicians.
• Dispatch technicians to service calls based on technical skills, priority, and geographic location.
• Contact customers regarding the expected time of arrival.
• Notify customers of any schedule changes or if the technician is running late.
• Other duties as assigned.

Job description

Dispatcher/Customer Service Representative

Full-time

Job Category

Customer Service

Overview

Job Type : Full-time

Description

Dispatching Responsibilities

• Answer incoming service calls from customers
• Organize, prioritize and schedule all incoming customer service calls with the technicians
• Maximize call volume by efficiently dispatching and communicating with department managers and technicians
• Dispatch technicians to service calls based on technical skills, priority, and geographic location
• Contact customers regarding the expected time of arrival
• Notify customers of any schedule changes or if the technician is running late
• Other duties as assigned

CSR Job Duties & Desired Skills:

• The CSR handles service calls from customers projecting a professional image and using the company prepared script.
• Conducts service-related follow-up and outbound customer contact according to company procedure.
• Be knowledgeable and current on pricing, seasonal promotions, coupons, and other price-related information.
• The CSR must be goal-oriented, self-starting, and energetic.
• Must have a very pleasant telephone demeanor and be able to demonstrate excellent customer service and telephone skills.
• The CSR must be familiar with company policies and be able to communicate with customers in regards to services the company provides with a high degree of accuracy.
• The CSR must be able to work with other employees, management, and technicians to get the job done correctly and in the best interest of our customers while abiding by Company policies and procedures.

Basic sales skills and thinks “out of the box” to help schedule calls.

Qualifications

• Knowledge on how to utilize Service Titan Application / Platform is a plus.
• Must bring a minimum of two years of experience working in a customer service environment.
• Experience in plumbing or HVAC is a plus but not required.
• Provide professional support to our clients.
• Proven ability to work in a fast-paced customer focused office.
• Prior experience with phone-based customer service.
• Solid written and verbal communication skills.
• Proficient in Word and Internet research.
• Excellent interpersonal skills required.