Dispatcher/Customer Service Representative

GSM Services•Gastonia, NC

3d•Onsite

About The Position

This role serves as the primary telephone contact for all Residential customers during the service process. Responsibilities include updating records, setting appointments, and following up on issues. The position also involves coordinating workflow for job proposals, confirmation calls, and other paperwork. Key duties include answering incoming calls, scheduling service and repair appointments, and setting up annual maintenance or warranty service visits. The dispatcher will develop daily schedules for technicians and dispatch them to service calls, while also tracking service calls to ensure customer expectations are met and satisfaction is achieved. Communication of any arrival time discrepancies to customers is essential. The role also manages truck restocking, ensures necessary filters and parts are available, creates service tickets and purchase orders for required parts, and processes payroll for service technicians. Regular meetings with the Residential Service Manager are scheduled to strategize and improve processes, and notes from division meetings are recorded and shared with the team. Additional duties may be assigned.

Requirements

At least 1 year of customer service and dispatching experience.
Proficiency with scheduling, spreadsheet, database, and word processing software.
Excellent verbal and written communication skills.
Strong multitasking and organizational abilities.
Accurate data entry skills.
High School Diploma or GED.

Nice To Haves

Customer Focus
Self-Management
Planning and Organization
Empathetic Outlook
Resiliency
Teamwork
Diplomacy & Tact
Integrity

Responsibilities

Serve as the primary telephone contact for all Residential customers during the service process, including updating records, setting appointments, and following up on issues.
Coordinate workflow for job proposals, confirmation calls, and other paperwork.
Answer incoming calls, schedule service and repair appointments, and set up annual maintenance or warranty service visits.
Develop daily schedules for technicians and dispatch them to service calls.
Track service calls to ensure customer expectations are met and satisfaction is achieved.
Communicate any arrival time discrepancies to customers.
Manage truck restocking and ensure necessary filters and parts are available.
Create service tickets and purchase orders for required parts.
Process payroll for service technicians, ensuring accuracy and completeness.
Meet daily with the Residential Service Manager to strategize and improve processes.
Record notes from division meetings and share relevant information with the team.
Perform additional duties as assigned.