Dispatcher/Customer Service Representative (55720)

Team Bob's; Traverse City (MI); Hybrid; USD 30,000 - 37,000; Full time

Benefits offered by this job

401(k) Company Matching

Company Paid Medical Insurance

Company Paid Life Insurance

Company Paid Vision Insurance

Company Paid Dental Insurance

Paid Vacation

Sick Time Off

Paid Holidays

Paid Training

Employee Assistance Program

Company Logo Wear Supplied

Access to On-Site Employee Gym

Wellness Reimbursement

Employee Discounts

Job summary

Team Bob's in Traverse City, MI is hiring a Dispatcher/Customer Service Representative. You will maintain daily schedules for service technicians and plumbers, coordinate appointments with the Lead Dispatcher, and handle incoming calls with professionalism.

The ideal candidate has HVAC and plumbing dispatch experience, excellent communication skills, and thrives in a fast-paced, team-oriented office. This full-time, in-office role offers growth, comprehensive benefits, and the chance to

Qualifications

• Excellent communication skills including active listening.
• Strong written and verbal communication skills.
• Service-oriented and able to resolve customer grievances.
• Ability to prioritize tasks in a fast-paced environment.

Responsibilities

• Customer Support and Feedback: Answer incoming phone calls, address customer questions, and assist in sending customers links to review pages and perform other related duties as assigned.
• Service Appointment Dispatching: Collaborate with the Lead Service Dispatcher to review appointment availability and schedule service appointments efficiently.
• Customer Engagement: Conduct outbound calls to customers, with a focus on scheduling regular maintenance plan appointments, following up on recommended work from service orders, and responding to customer inquiries promptly and professionally.
• Call Tracking and Reporting: Maintain a detailed call log to track daily calling efforts and achievements, and provide regular updates to the Lead Service Dispatcher.
• Lead Qualification and Data Management: Utilize probing questions to gather essential information from potential customers, qualify leads to determine their level of interest and buying readiness, and create necessary reports to track appointment and lead data accurately.

Skills

Phone etiquette

Communication skills

Interpersonal skills

Organization

Microsoft Office

Customer service experience

Energetic personality

Email proficiency

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Job Details
Job Location: Bobs Furnace Service DBA Team Bobs - Traverse City, MI 49686
Position Type: Full Time
Salary Range: $22.00 - $27.00 Hourly

We are in search of a dynamic and motivated Dispatcher/Customer Service Representative to join our team! Especially seeking prior HVAC and Plumbing Dispatch experience. If you're an excellent communicator, have a positive attitude and love to work as a Team, we’d love to have you onboard! The perfect fit for this position is for those that love to help people, have a keen eye for scheduling and are fulfilled facilitating a Team. Multi-tasking is a must. There is great growth potential in the organization and department!

About Team Bob's

For over 40 years, Team Bob's has been a trusted provider of heating, cooling, and plumbing services to the Traverse City and surrounding areas. Recognized as the #1 HVAC and Plumbing company in Traverse City in 2023 and Red Hot Best 2025 and 2026 Winner , we've earned our reputation as local industry leaders. At Team Bob's, we pride ourselves on not just being a company, but a close-knit family with a strong commitment to exceptional customer service, integrity, and a supportive work culture. Joining our team means joining a family that will champion your career growth. We're known for our outstanding company culture, positive work environment, and collaborative team mentality, consistently earning recognition as a top employer by the Better Business Bureau and the Record Eagle.

At Team Bob’s, we know that our talented team is what allows us to keep growing and raising the bar, and it is important that our team thrives. That is why we offer a generous benefits package, the opportunity for advancement and promotions, and a healthy work/life balance so our employees can have time to spend with their families and loved ones. Discover why our employees love being part of Team Bob's!

Pay

$22-27/hourly - Top Pay for Top Talent

Compensation

Compensation will depend on experience and will increase with skills and continued experience and dedication. We are committed to providing the training and tools required to succeed!

Hours

7:30am - 4:30pm, Monday to Friday in office, not remote

Position Summary

Maintain the Service Technicians and Plumbers daily schedules working together with the Lead Dispatcher through incoming and outbound customer calls. Direct Customer Service will also be required along with completing multiple tasks such as accounts receivable, invoicing, maintenance plan scheduling and so much more. The position allows for personal growth as well organizational opportunities. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times is a must.

Key Responsibilities

• Customer Support and Feedback: Answer incoming phone calls, address customer questions, and assist in sending customers links to review pages and perform other related duties as assigned.
• Service Appointment Dispatching: Collaborate with the Lead Service Dispatcher to review appointment availability and schedule service appointments efficiently.
• Customer Engagement: Conduct outbound calls to customers, with a focus on scheduling regular maintenance plan appointments, following up on recommended work from service orders, and responding to customer inquiries promptly and professionally.
• Call Tracking and Reporting: Maintain a detailed call log to track daily calling efforts and achievements, and provide regular updates to the Lead Service Dispatcher.
• Lead Qualification and Data Management: Utilize probing questions to gather essential information from potential customers, qualify leads to determine their level of interest and buying readiness, and create necessary reports to track appointment and lead data accurately.

Required Qualifications

• Service Titan prior experienced preferred.
• Ability to adapt and be open to an evolving career.
• Valid driver’s license and insurable driving record.
• Professional phone etiquette.
• Energetic personality.
• Strong verbal and written communication skills.
• Excellent interpersonal skills.
• Exceptional organization and attention to detail.
• Proficiency with Email and Microsoft Office software.
• 1-2+ years customer service or inside sales experience preferred.

Benefits

• 401(k) Company Matching
• Company Paid Medical Insurance
• Company Paid Life Insurance
• Company Paid Vision Insurance
• Company Paid Dental Insurance
• Paid Vacation
• Sick Time Off
• Paid Holidays
• Paid Training
• Employee Assistance Program
• Company Logo Wear Supplied
• Access to On-Site Employee Gym
• Wellness Reimbursement
• Employee Discounts

Qualifications

Excellent communication skills including active listening. Strong written and verbal communication skills. Service-oriented and able to resolve customer grievances. Ability to handle sensitive customer concerns while proactively recommending solutions that meet the customer and company needs. Ability to prioritize tasks according to importance in a fast-paced environment.

Education and Experience

Requires a high school diploma and/or equivalent. Previous customer service experience is preferred. Must have experience with Microsoft Office Suite.

Qualifications Competencies

This position requires strong time management skills and the ability to work independently or in a team. Must have the ability to maintain a high level of professionalism and customer service standards in stressful situations. This position requires excellent communications skills both verbally and written. Must be hard working, self-started with a positive attitude and respectful. This position requires excellent problem-solving, analytical skills and decision making.

Education and Experience

High school diploma and/or equivalent. Prefer a minimum of 6 months of previous experience as a dispatcher.