Customer Service Specialist

The Customer Service Representative is responsible for managing service requests, dispatching calls to the appropriate technicians or field staff, and conducting outbound calls to customers. This role serves as a key communication hub, ensuring timely responses, accurate scheduling, and a high level of customer satisfaction.
Key Responsibilities
Call Dispatch & Coordination

• Dispatch service calls to technicians or field staff based on availability, urgency, and skill set
• Monitor call queues and job status to ensure timely completion
• Update scheduling systems and track dispatched calls for accuracy and follow-up

Outbound Customer Communication

• Make outbound calls to confirm appointments, follow up on service requests, and provide updates
• Contact customers regarding missed calls, service delays, or rescheduling needs
• Conduct courtesy calls, satisfaction checks, or reminder calls as required

Customer Service & Support

• Provide professional, courteous, and solution-oriented customer support
• Accurately document customer interactions, notes, and outcomes in CRM or dispatch systems
• Resolve basic customer concerns and escalate complex issues when necessary

Administrative & Coordination Duties

• Maintain accurate customer records, schedules, and service logs
• Communicate effectively with internal teams to ensure service expectations are met
• Support reporting, call tracking, and performance metrics as assigned

Qualifications & Skills

• High school diploma or equivalent (associate degree preferred)
• 1-2 years of experience in customer service, call center, dispatch, or coordination roles preferred
• Strong verbal communication and active listening skills
• Ability to manage high call volumes and multitask in a fast-paced environment
• Proficiency with phone systems, CRM software, and scheduling tools
• Strong organizational skills and attention to detail

Key Competencies

• Customer-focused mindset
• Time management and prioritization
• Problem-solving and decision-making
• Clear and professional communication
• Reliability and teamwork

Work Environment

• Office-based or remote with extensive phone and computer use
• May require flexible scheduling, including evenings or weekends, depending on business needs

Compensation & Benefits

• Competitive hourly wage or salary
• Benefits package including [health insurance, PTO, retirement plan, etc.