Service Intake & Dispatch Specialist

Superior Plus Propane; California (MO); Hybrid; USD 25,000 - 31,000; Full time

Job summary

Superior Plus Propane is seeking a Service Intake Representative to be the first point of contact for customers requesting technical services. You will capture requests, verify details, and initiate work orders to ensure timely resolutions.

You will collaborate with Service Coordinators, Technicians, and Operations to uphold service standards, meet SLAs, and maintain accurate records for audits.

Qualifications

• 2+ years of experience in customer service, preferably in a call center.
• High school diploma or equivalent; higher education preferred.
• Proficient with Microsoft Office, scheduling systems, and CRM tools.
• Ability to work independently within established procedures, service standards, and escalation guidelines.

Responsibilities

• Handle incoming emergency and serious incident calls.
• Escalate emergency and serious incident calls per protocol and triage to appropriate teams.
• Receive and process incoming service requests via phone, email, or digital platforms.
• Gather and verify essential details (customer information, service type, urgency, compliance requirements).
• Provide clear communication on next steps, timelines, and expectations.
• Create accurate service work orders in the system, ensuring all required fields are completed.
• Assign priority levels based on customer needs and company guidelines.
• Monitor intake queues and escalate urgent requests to appropriate teams.
• Confirm appointments with customers and handle rescheduling when necessary.
• Address basic customer inquiries and troubleshoot common issues before escalation.
• Collaborate with internal teams to resolve discrepancies or delays in service initiation.
• Adhere to established customer experience protocols and service level agreements (SLAs).
• Ensure all documentation meets internal and external compliance requirements.

Skills

Customer service

Call center experience

CRM tools

Microsoft Office

Education

High school diploma

Tools

Scheduling systems

Work order systems

CRM

Job description

Superior Plus Propane is seeking a Service Intake Representative to be the first point of contact for customers requesting technical services. You will capture requests, verify details, and initiate work orders to ensure timely resolutions.

You will collaborate with Service Coordinators, Technicians, and Operations to uphold service standards, meet SLAs, and maintain accurate records for audits.