Dispatcher/Customer Service Representative

Mechanical One; Tampa (FL); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Competitive compensation and benefits package

Supportive team culture

Career development opportunities

Job summary

A leading service company is seeking a Dispatcher/Customer Service Representative to coordinate service calls and manage customer inquiries. The ideal candidate will have a high school diploma, strong communication skills, and preferably experience in dispatch or customer service. Proficiency in scheduling software and Microsoft Office is essential. This role offers competitive compensation and a dynamic work environment focused on customer satisfaction and operational efficiency.

Qualifications

• Previous experience in dispatch, customer service or similar role preferred.
• Experience in HVAC, plumbing, electrical, construction, or logistics is a plus.
• Ability to work independently and as part of a team.

Responsibilities

• Respond promptly to customer inquiries via phone and email.
• Manage service appointment scheduling and coordinate with dispatchers.
• Maintain accurate records of appointments and customer details.

Skills

Excellent verbal and written communication skills

Strong active listening

Problem-solving abilities

Ability to multitask effectively

Time management skills

Education

High school diploma or equivalent

Tools

ServiceTitan

Microsoft Office (Word, Excel, Outlook)

GPS tracking systems

Job description

Job Summary

As a Dispatcher/Customer Service Representative (CSR), you will be a key player in maintaining operational efficiency by coordinating service calls and dispatching technicians. Your primary responsibility will be to assess customer needs and align them with technician availability, ensuring the delivery of high-quality service and seamless operations. Your ability to multitask, prioritize tasks, and handle scheduling challenges will be critical in supporting the overall success of our operations.

Key Responsibilities

• Respond promptly to customer inquiries via phone and email, ensuring timely and accurate communication.
• Provide detailed information regarding services, scheduling, and available options.
• Efficiently manage service appointment scheduling and coordinate with dispatchers to ensure smooth operations and exceed customer expectations.
• Maintain accurate records of appointments, customer details, and job statuses for reference and follow-up.
• Address customer concerns or complaints professionally and resolve issues promptly.
• Ensure proper follow-up to confirm issue resolution and ensure customer satisfaction.
• Organize and maintain an up-to-date customer database and process all necessary documentation.
• Assist with payment processing and invoicing, particularly in tenant/landlord situations.
• Promote maintenance plans and other relevant products to enhance customer value.
• Guide customers in making informed decisions about services to meet their needs.
• Contribute to team discussions aimed at improving processes and enhancing service quality.
• Maintain a clear board by moving unfinished calls to the following business day.
• Update builders on work order statuses via builder portals.
• Follow up on “parts ready” tickets and confirm scheduling with homeowners.

Requirements

• High school diploma or equivalent.
• Previous experience in dispatch, customer service, or a similar role preferred.
• Experience in HVAC, plumbing, electrical, construction, or logistics industries is a plus.

Technical Skills:

• Proficiency in scheduling and dispatching software (e.g., ServiceTitan).
• Strong computer skills, including Microsoft Office (Word, Excel, Outlook).
• Ability to use GPS tracking and mapping systems.
• Data entry and record-keeping accuracy.

Communication & Customer Service Skills:

• Excellent verbal and written communication skills.
• Strong active listening and problem‑solving abilities.
• Ability to handle high‑pressure situations and multitask effectively.
• Professional and courteous phone etiquette.

Organizational & Analytical Skills:

• Strong attention to detail and ability to prioritize tasks.
• Ability to manage multiple service requests and coordinate field technicians efficiently.
• Strong time management skills and ability to adapt to changing priorities.

Other Key Qualifications:

• Ability to work independently and as part of a team.
• Strong conflict‑resolution skills and ability to de‑escalate difficult customer interactions.
• Familiarity with industry terminology and procedures is a plus.
• Ability to work flexible hours, including evenings and weekends, if required.

Why Join?

• Competitive compensation and benefits package.
• Opportunity to work in a dynamic and fast‑paced environment.
• Supportive team culture with growth and career development opportunities.
• A chance to make a direct impact on customer satisfaction and operational efficiency.

If you’re a highly organized, customer‑focused professional looking for an exciting opportunity in dispatch and customer service, we encourage you to apply!