Client Services Dispatcher
About The Position
M and M is seeking a Client Services Dispatcher to provide a friendly, professional point of contact for residential HVAC and plumbing customers. The role manages high-volume inbound and outbound calls, schedules and dispatches service appointments, assesses customer needs, addresses concerns, and helps turn service inquiries into scheduled appointments. The dispatcher maintains accurate customer records in ServiceTitan and coordinates with technicians and internal teams to support timely, seamless service. Success requires strong customer service, problem-solving, multitasking, and the ability to meet performance metrics while maintaining call quality and following established call flows and scripts.
Requirements
- 2–4 years of call center, dispatch, or customer service experience; service-based industry experience is preferred.
- Excellent phone presence and ability to build rapport quickly and professionally.
- Strong multitasking and time-management skills in a high-volume, fast-paced environment.
- Confident decision-making, sound judgment, and attention to detail.
- Ability to talk and type simultaneously, with a minimum typing speed of 45 WPM.
- Proficiency in Microsoft Office.
Nice To Haves
- Previous HVAC, plumbing, or home services experience is a strong plus.
Responsibilities
- Serve as the primary point of contact for residential HVAC and plumbing clients through high-volume inbound and outbound calls.
- Schedule, coordinate, and dispatch service appointments, prioritizing urgency, efficiency, and customer satisfaction.
- Assess customer needs, identify service requests or concerns, and provide clear solutions.
- De-escalate customer concerns with professionalism, empathy, and a solutions-based approach.
- Communicate service options and convert calls into scheduled appointments.
- Maintain accurate, detailed records of customer interactions in ServiceTitan while handling calls and system updates.
- Collaborate with technicians and internal teams to support timely arrivals and seamless service delivery.
- Meet or exceed performance metrics while maintaining call quality and following established call flows and scripts.
- Expand knowledge of the company’s services, memberships, and offerings to better serve customers.
Benefits
- Medical, dental, and vision coverage.
- Health Savings Account.
- 401(k) with 50% company match.
- Paid holidays and sick days.
- Great pay and a supportive team.
- Work for a company that values its employees.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
