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Service Dispatcher / CSR

Schedule: Monday through Friday, First Shift
Overtime required during high demand.

Primary Role:
The Service Dispatcher / CSR is the central hub of the service department. This role ensures smooth daily operations by effectively coordinating technicians, managing customer requests, and balancing customer satisfaction with technician availability and expertise. Success in this role will be measured by timely response to customer inquiries, technician productivity, and overall customer satisfaction.

Supervisor: Service Department Manager or Owner

Required Qualifications:
• Minimum of two (2) years' experience in customer service, preferably in dispatching, scheduling, or call center environments.
• High school diploma or GED equivalent.
• Proficiency with computer systems including Google Apps, Microsoft Office, dispatching software, CRM platforms, and ability to learn new systems quickly.
• Geographical familiarity with service area or ability to read maps required.
• Demonstrated ability to remain composed and adaptable in a fast-paced, changing environment.
• Proven ability to work independently with minimal supervision, as well as collaboratively within a team.
• Reliable, honest, and cooperative; must maintain confidentiality when handling sensitive information.
• Strong professionalism, integrity and work ethics.
• High energy, proactive personality with leadership qualities.
• Desire to help people and provide excellent customer service.
• Enjoys taking on challenges and is driven to succeed by achieving target goals.

Essential Skills:
• Excellent communication skills (verbal, written, and digital) with ability to interact effectively with both customers and technicians.
• Strong organizational and time management skills; ability to manage multiple calls, schedules, and digital requests simultaneously.
• Problem-solving and decision-making abilities based on sound logic and reasoning.
• Attention to detail to ensure accuracy in scheduling, routing, and documentation.
• Ability to de-escalate difficult situations while maintaining professionalism and customer trust.

Key Responsibilities:
• Manage and prioritize the daily workload of the department to ensure maximum efficiency and technician productivity (reduce idle/unassigned time).
• Schedule and assign jobs based on technician skills, location, and availability; optimize routes throughout the workday.
• Respond promptly to customer inquiries, schedule appointments, and provide guidance on company services, products, and options.
• Maintain continuous communication with both customers and technicians, ensuring timely updates and resolution of concerns.
• Handle emergency service requests, resolve issues directly when possible and escalate appropriately.
• Coordinate follow-up services and oversee completion to ensure customer satisfaction.
• Oversee billing and job documentation, including accurate data entry, invoice preparation, and accounts receivable support as assigned.
• Process parts and labor warranty claims, including vendor communication and documentation.
• Support the Service Department Manager with administrative tasks and special projects as assigned.
• Ensure all work is performed in compliance with company policies, procedures, and service standards.
• Contribute to achieving departmental customer satisfaction targets (e.g., >90% positive feedback).
• Ensure accuracy in scheduling, documentation, and billing to minimize errors.

Performance Expectations:
• The metrics listed below are the minimum performance expectations:

• Inbound call booking rate of 76%.

• Daily appointment capacity at 80%.

• Daily guaranteed appointments 50%.

• Average travel time per dispatch of no more than 18 minutes.

• Average revenue per dispatch; metric provided by the Service Manager monthly.

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