Dispatcher and Customer Service Representative
Job in
Thousand Oaks, Ventura County, California, 91362, USA
Listed on 2026-10-11
Listing for:
CastleWorks Water Heaters
Full Time
position Listed on 2026-10-11
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Call Center / Support, Technical Support
Job Description & How to Apply Below
- Answer incoming calls from customers related to service, billing, and other departments promptly.
- Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
- Manage customer concerns with the objective of maintaining a positive customer relationship.
- Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts.
- Maintain a positive, professional, optimistic attitude in the workplace.
- Check voice mail messages from the after-hours answering service.
- Review dispatch board with the dispatcher(s)
- Call customers from the non-emergency after hours service to schedule appointments
- Confirm all scheduled appointments with customers throughout the day.
- Accurately gather all necessary customer information.
- Provide recommendations for service and maintenance contracts as appropriate.
- Assist other departments as needed and perform other duties as assigned.
- Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information.
- Prioritizing service requests to serve the most urgent needs, and technician locations.
- Utilizing Service Titan, add and update customer information.
- Ensure that service crews are well informed and ready to go.
- Dispatch technicians based on emergency and non-emergency calls and document important information.
- Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
- Direct crews by making contact through the phone and other field units to the appropriate sites.
- Supervise the route and status of field units to prioritize their daily schedule.
- Operate and manage a multi-line telephone console system.
- Respond to queries related to products and deliveries.
- Maintain and update call logs, call records and other important documentation.
- Answer incoming calls from customers related to service, billing, and other departments promptly.
- Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
- Manage customer concerns with the objective of maintaining a positive customer relationship.
- Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts.
- Maintain a positive, professional, optimistic attitude in the workplace.
- Check voice mail messages from the after-hours answering service.
- Review dispatch board with the dispatcher(s)
- Call customers from the non-emergency after hours service to schedule appointments
- Confirm all scheduled appointments with customers throughout the day.
- Accurately gather all necessary customer information.
- Provide recommendations for service and maintenance contracts as appropriate.
- Assist other departments as needed and perform other duties as assigned.
- Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information.
- Prioritizing service requests to serve the most urgent needs, and technician locations.
- Utilizing Service Titan, add and update customer information.
- Ensure that service crews are well informed and ready to go.
- Dispatch technicians based on emergency and non-emergency calls and document important information.
- Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
- Direct crews by making contact through the phone and other field units to the appropriate sites.
- Supervise the route and status of field units to prioritize their daily schedule.
- Operate and manage a multi-line telephone console system.
- Respond to queries related to products and deliveries.
- Maintain and update call logs, call records and other…
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