CSR / Dispatcher

Job Summary
The Customer Service Representative/Dispatcher (CSR/DSR) serves as a key point of contact for customers and supports daily field operations by answering and documenting customer calls, identifying and classifying service needs, scheduling and dispatching the appropriate technician, and creating legitimate service opportunities through follow-up and outbound activity.

Essential Duties & Responsibilities

· Answer inbound calls promptly and professionally while providing a positive customer experience.

· Identify customer needs, ask appropriate questions, and accurately capture required customer, job, and scheduling information.

· Classify service calls based on the customer’s needs, urgency, type of work, and other relevant job details.

· Document clear, complete notes, pictures, updates, and job movements for technicians and internal teams.

· Strategically dispatch the appropriate technician based on skill set, equipment, job type, customer needs, productivity, and service opportunity.

· Monitor the daily schedule, open opportunities, estimates, follow-ups, and technician availability to support efficient field operations.

· Identify legitimate additional service opportunities, including maintenance, water heater, water treatment, membership, repair, replacement, and specialty-service needs when appropriate.

· Complete outbound customer calls and follow-up activity during available time to generate and recover service opportunities.

· Follow up with previous customers, open estimates, declined work, maintenance opportunities, and other appropriate customer leads.

· Support established daily performance and production expectations and accurately report activity and results.

· Maintain professionalism, accurate records, and effective communication with customers, technicians, management, and other departments.

· Participate in company programs, complete required training, comply with company policies and procedures, and perform other duties as assigned.

Performance Expectations

· Complete 30–40 outbound opportunity calls per day.

· Set a daily goal of 3 water heater flush opportunities.

· Set a daily goal of 2 complimentary water treatment leads.

· Set/sell a daily goal of 3 memberships.

· Consistently maximize legitimate customer opportunities without recommending unnecessary services.

· Performance may be measured using inbound and outbound call activity, opportunities generated, memberships set/sold, leads created, scheduling/dispatch accuracy, documentation, and other established department metrics.

Skills & Qualifications

· Strong customer service, verbal communication, active listening, and interpersonal skills.

· Ability to gather information, recognize urgency, prioritize competing needs, and make sound dispatch decisions.

· Strong attention to detail with accurate data entry, documentation, and follow-through.

· Ability to manage multiple priorities in a fast-paced service environment and adapt to schedule changes.

· Comfort with outbound customer contact and professionally presenting appropriate service and membership opportunities.

· Basic computer proficiency and ability to learn company scheduling, dispatch, customer-management, and communication systems.

· Ability to work effectively both independently and as part of a team.

Education & Experience

· High school diploma or equivalent preferred.

· Customer service, call center, scheduling, dispatch, or home-services experience preferred.

Physical Requirements

· Primarily sedentary office work with frequent computer and telephone use.

· Continuous verbal communication and hearing ability required to communicate accurately with customers and team members.

· Occasional lifting, carrying, pushing, or pulling of up to 10 pounds.

Work Environment

· Fast-paced office/call-center environment requiring frequent interaction with customers, technicians, and internal team members.