Customer Care Dispatch and Membership Coordinator
About The Position
Summit Services is looking for an organized, energetic, and customer-focused Customer Care, Dispatch & Membership Coordinator to join our team. This position plays a key role in the day-to-day success of our service department by providing an exceptional customer experience, coordinating technician schedules, and managing our customer membership program. The ideal candidate is a strong communicator who enjoys working with customers, can stay organized in a fast-paced environment, and is comfortable working toward scheduling, membership, customer service, and company performance goals.
Requirements
- Service Titan (or similar) experience
- Excellent phone, customer service, and communication skills.
- Strong organization and ability to manage multiple priorities.
- Comfortable working in a fast-paced environment where schedules can change throughout the day.
- Ability to remain calm and professional when handling difficult situations.
- Confidence discussing services, scheduling appointments, and explaining membership benefits.
- Strong computer skills and ability to learn CRM and scheduling software.
- Attention to detail and commitment to maintaining accurate customer information.
- Dependable, positive, and team-oriented attitude.
- Comfortable working toward measurable goals, including booked calls, schedule utilization, memberships, renewals, and customer satisfaction.
Nice To Haves
- Previous customer service, dispatching, call center, home service, or membership experience is preferred but not required for the right candidate.
- Previous experience selling memberships over the phone helpful but not required
Responsibilities
- Answer incoming customer calls professionally and provide an exceptional first impression.
- Identify customer needs and convert qualified inbound calls into scheduled service appointments.
- Schedule and dispatch technicians while maintaining an efficient and productive daily schedule.
- Match the right technician to the right call based on location, skill set, customer needs, and service opportunity.
- Monitor technician schedules throughout the day and make adjustments as needed.
- Proactively communicate with customers regarding technician arrival times, delays, or schedule changes.
- Make outbound calls to fill available schedule openings and support service department goals.
- Maintain accurate customer, equipment, appointment, and membership information in our CRM.
- Coordinate preventative maintenance appointments for membership customers.
- Manage membership renewals and proactively contact customers with upcoming or overdue maintenance.
- Follow up with expired or canceled memberships and assist with customer retention.
- Educate customers on membership benefits and identify opportunities to enroll new members.
- Assist technicians with scheduling, customer information, membership questions, and other service-related needs.
- Professionally address customer questions or concerns and escalate issues when appropriate.
Benefits
- Health Insurance with Employer Contribution
- Dental, Vision, and Several Other Supplemental Insurance Options
- 401(k) Retirement Plan with 4% Employer Match
- Paid Time Off
- Paid Holidays
- Additional Employee Benefits & Discounts
- Positive Company Culture & Company Activities
- Career Growth Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
