Customer Service / Dispatcher

Job Description

Customer Service / Dispatcher Job Summary

Beacon Home Services is seeking a focus-driven, detail-oriented Dispatch Service Representative to join our in-office team. In this role, you will be responsible for efficiently scheduling and dispatching service technicians while helping the team hit daily revenue, efficiency, and customer satisfaction goals. Success in this position requires a sharp focus, disciplined workflow, and the ability to manage real-time field operations under pressure.

You will collaborate closely with dispatchers, service technicians, and customer service reps to ensure service calls are executed with precision, professionalism, and urgency. This is a critical role within our operations, where your performance directly impacts both customer experience and company growth.

Our Core Values

Community: We value respect, positivity, and diversity.

Gratitude & Stewardship: We appreciate time and resources, using both wisely.

Professionalism: We show up prepared, punctual, and honest.

Willingness to Learn: We stay coachable and open to new ideas.

What We’re Looking For

Highly focused and organized individual

Strong communicator and decisive problem-solver

Able to adapt quickly and work well under pressure

Positive, professional team player with a growth mindset

Results-oriented with a sense of urgency

Tech-savvy and ready to learn new systems

Key ResponsibilitiesScheduling & Dispatching

Assign and prioritize calls based on technician skillset, profitability, and urgency.

Adjust technician schedules in real-time to respond to changing field dynamics.

Ensure jobs are stacked to meet sold-hour and revenue targets.

Communication & Support

Relay accurate job details to technicians before dispatch.

Proactively update customers regarding technician arrival times and delays.

Act as the central communication point between CSR, technician, and customer.

Field Tracking & Reporting

Monitor technician status, location, and job progress throughout the day.

Maintain accurate notes on job outcomes, cancellations, and follow-ups.

Provide end-of-day reports on technician performance and scheduling metrics.

Customer Experience

Help enhance the customer journey through clear communication and rapid resolution.

Follow up with customers to ensure satisfaction and address concerns promptly.

Job Monitoring & Coordination

Track jobs requiring parts or follow-up visits and communicate with the Install Coordinator.

Ensure all parts are ordered and assigned follow-up appointments are booked.

Appointment Handling

Take inbound calls to book appointments with clarity and efficiency.

Verify customer needs and match them with the appropriate service technician.

Skills & Competencies

Strong attention to detail and accountability

High-level multitasking and time management skills

Tech proficient: ServiceTitan, Google Suite, Microsoft Office

Excellent verbal and written communication

Team-oriented with a competitive edge

Conflict resolution and critical-thinking skills

Comfortable with structured processes and performance metrics

Qualifications

Minimum 2 years of dispatching experience (home service industry preferred)

Familiarity with ServiceTitan preferred

Logistics, scheduling, or field operations background is a plus

Reliable high-speed internet and ability to connect devices via ethernet

Open to feedback and growth; takes ownership of development

Working Conditions & Requirements

Full-time, in-office position, M-F 7am-4pm

May include weekends or extended hours based on business needs

Seated desk work for long periods; lifting up to 15 lbs occasionally

What We Offer

Competitive pay (based on experience)

Medical, dental, and vision benefits

Paid time off and holidays

Career growth and advancement opportunities

Powered by JazzHR

UEuAexB7aY

Full-time