Customer Service Dispatch Associate

CGC Home Services•Howell, MI

About The Position

The Customer Service Dispatch Associate supports a plumbing and water treatment company’s call center, which serves customers and departments across the operation. The role drives booking performance and delivers a high-level customer experience from the first call through job completion. Representatives act as liaisons by providing product and service information and resolving customer account problems accurately and efficiently. The company describes its call center team as the heartbeat of the operation and emphasizes accountability, high performance, continuous learning, teamwork, and customer service.

Requirements

Proven customer service experience.
Strong phone contact-handling skills.
Dispatch experience.
Communication experience.
Active listening skills.
De-escalation skills.
Solid computer and typing skills.
Familiarity with MS Office.
Ability to serve a variety of personalities and potentially difficult circumstances.
Ability to multitask and prioritize.
Effective time-management skills.
Willingness to go the extra mile when engaging customers.

Nice To Haves

Experience with ServiceTitan or a comparable program.
Spanish bilingual ability.

Responsibilities

Manage incoming calls to identify, assess, and meet customers’ diverse needs.
Dispatch and schedule service.
Keep accurate records of customer interactions.
Follow established department procedures, guidelines, and policies.
Serve external and internal customers with urgency and grace.
Provide product and service information and resolve customer account problems accurately and efficiently.
Participate in weekly one-on-one meetings and regular team-specific training.
Support teammates and contribute to a culture of continuous growth.