Dispatching Customer Service Representative

Dispatching Customer Service Representative

We are looking for a customer-focused Dispatching Customer Service Representative to support daily service operations in Madison, Wisconsin. This long-term contract position combines front-line customer communication with appointment coordination, helping ensure homeowners receive timely service and technicians stay on schedule. The ideal candidate is organized, responsive, and comfortable managing multiple priorities in a fast-paced environment while delivering a positive customer experience.

Responsibilities:

• Manage incoming phone calls, chats, and service inquiries with professionalism, empathy, and a strong sense of urgency.
• Turn customer requests and online leads into scheduled appointments by collecting complete and accurate job details.
• Coordinate daily technician assignments and adjust schedules throughout the day to improve route efficiency and response times.
• Track field activity in real time and respond quickly to delays, urgent requests, cancellations, or rescheduling needs.
• Maintain productive appointment calendars by filling open time slots and arranging future maintenance visits.
• Keep customers and technicians informed of schedule updates, arrival expectations, and changes to planned service.
• Reach out to existing customers to arrange routine maintenance services and support ongoing service relationships.
• Follow up after service completion to confirm satisfaction, address concerns, and help resolve issues through completion.
• Provide general administrative support for the branch during slower periods and assist with additional service coordination tasks as needed.