Customer Engagement & Dispatching Specialist

The Customer Engagement & Dispatching Specialist plays a key role in delivering an exceptional customer experience by managing inbound and outbound communications, coordinating consultations, and ensuring efficient appointment scheduling across statewide operations. This position is ideal for a highly organized, customer-focused professional who thrives in a fast-paced environment and enjoys helping customers through proactive communication and problem-solving.

Key Responsibilities

* Answer incoming calls and assist customers with appointment scheduling, confirmations, and related inquiries

* Make high-volume outbound calls to prospective customers to promote and schedule consultations

* Manage appointment changes, cancellations, and rescheduling requests with accuracy and urgency

* Follow established call scripts while adapting communication style to customer needs and objections

* Meet or exceed performance goals related to call volume, scheduling accuracy, and appointment confirmations

* Qualify leads by collecting required information and determining customer eligibility

* Escalate customer concerns or scheduling conflicts when necessary to ensure a positive experience

* Maintain accurate customer records and appointment updates within company systems

* Collaborate with internal teams to support smooth appointment flow and operational efficiency

Required Skills & Abilities

* Strong attention to detail with the ability to accurately document and manage appointment information in real time

* Excellent customer service and communication skills with a friendly, empathetic, and solution-oriented approach

* Comfortable navigating CRM systems, scheduling platforms, and communication tools such as Salesforce and Ring Central

* Ability to multitask and adapt quickly in a high-volume, fast-paced environment

* Strong organizational and time management skills

* Team-oriented mindset with the ability to collaborate across departments

* Ability to remain professional and composed under pressure and changing priorities

Qualifications & Experience

* High School Diploma or equivalent required

* 1-2 years of experience in customer service, telemarketing, scheduling, or call center environments preferred

* Proven ability to manage high call volumes while maintaining professionalism and accuracy