Customer Service Representative/Dispatcher - HomeSense
Location: Indianapolis, IN | Full-Time
Do you thrive when the phones are busy, the schedule is moving, and people need a calm, capable voice?
Are you the kind of CSR who can balance empathy with urgency and turn chaos into clarity?
Do you want a role where your judgment, follow-through, and customer care actually matter every day?
At HomeSense, we believe every customer interaction is a chance to make someone feel cared for, not just served.
The Role (Your Day-to-Day)
As a Customer Service Representative/Dispatcher at HomeSense, you’ll be the steady link between customers, technicians, and the day’s moving schedule.
You’ll answer calls, handle overflow, respond to web chats, support membership requests, and help keep dispatch running smoothly. You’ll listen carefully, communicate clearly, and use ServiceTitan confidently to make sure customers feel informed and technicians have what they need to succeed in the field.
This is a role for someone who doesn’t drop balls, doesn’t need to be micromanaged, and knows how to stay calm, organized, and helpful in a busy trades environment.
What You’ll Be Responsible For
- Answer inbound customer calls with professionalism, warmth, and urgency
- Manage dispatch-related communication and help keep the daily schedule organized
- Handle call overflow, web chats, and membership requests efficiently
- Use ServiceTitan to document customer information, appointment details, and updates accurately
- Communicate clearly with technicians and internal team members as schedules shift
- Help customers feel safe, understood, and respected from first contact through follow-up
- Balance empathy with efficiency in a fast-paced service environment
- Support a strong team experience by staying organized, responsive, and dependable
What Makes You a Fit
- 2+ years of CSR or dispatcher experience in the trades: HVAC, plumbing, or electrical
- Real-world, hands-on ServiceTitan experience required
- Clear communication skills and calm, steady energy
- Strong attention to detail and a high sense of urgency
- Able to manage logistics, moving schedules, and customer needs without losing accuracy
- Team-first mindset with a strong sense of ownership
- Self-directed and able to stay focused without constant supervision
Compensation + Perks
- Earn up to $26 per hour
- Full benefits
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and paid holidays
- Supportive team and leadership that has your back
- Opportunity to grow with a company that is improving, expanding, and building new opportunities
Our Hiring Process
- Click apply and answer a few Who, What, When questions. (5 min)
- You'll get a text for a quick skill test. (5-8min)
- You'll get a text for quick 1-way video questions. (~9 min)
- You'll be texted a link for a ~15min questionnaire that will help match you to the job.
- We'll send you a link to get scheduled for an in-person interview.
You can easily be in for an interview within a couple days from right now.
Why You’ll Love Working at HomeSense
HomeSense is the kind of place where great customer care is taken seriously.
You won’t be treated like a call-answerer. You’ll be trusted as a key part of the customer experience and a critical support to the field team.
If you want to work with a team that values excellence, accountability, and doing the right thing even when it’s inconvenient, this is the kind of role that can feel both meaningful and stable.
If you’re an experienced Customer Service Representative /Dispatcher who knows the trades, knows ServiceTitan, and knows how to bring calm, care, and precision to a busy day, we want to hear from you.
Apply today and bring your professionalism, your urgency, and your customer-first mindset to HomeSense.