Customer Support - Dispatch/Following Up

NEST•Bonita Springs, FL

13h•Onsite

About The Position

The ACT Support Associate - Dispatching & Follow Ups role is a fast-paced position located in Naples, FL. The role involves connecting clients, service providers, and internal teams to ensure smooth operations. The associate will be the first point of contact for clients via phone, email, text, and chat, dispatching and scheduling Independent Service Providers (ISPs) across the U.S. Key responsibilities include tracking and managing work orders, confirming service completion, prioritizing work based on urgency and SLAs, collecting necessary documentation, onboarding new service providers, and problem-solving in real-time. The role requires multitasking and supporting teammates during busy periods. NEST is a pioneer in the Integrated Facilities Management (IFM) industry, focused on delivering cost savings through technology and operational excellence, and believes in investing in people who care about doing things right.

Requirements

High school diploma or GED
1–2 years of customer service experience
Comfortable with computers and learning new systems

Responsibilities

Be the friendly, professional first point of contact via phone, email, text, and chat
Dispatch and schedule Independent Service Providers (ISPs) across the U.S.
Track, update, and manage work orders so nothing falls through the cracks
Follow up to confirm services are completed—then close the loop
Prioritize work based on urgency and service level agreements (SLAs)
Collect invoices, signed work orders, and required documentation
Keep clear, detailed notes so everyone stays informed and aligned
Help onboard new service providers and support coverage needs
Problem-solve in real time, handle basic issues, and escalate when needed
Multitask like a pro—calls, systems, and updates all at once
Jump in to support teammates when things get busy