Customer Service Representative / Dispatcher
Sullivan Super ServicePay: $15–$20 per hourSchedule: Monday–Friday, 10:00 a.m.–6:00 p.m.Job Type: Full-time, in person
Sullivan Super Service believes great home service starts with a highly trained team committed to exceptional customer care. Our Customer Experience Team plays a critical role in connecting customers with our technicians, coordinating daily service operations, and ensuring every customer receives timely and professional support.
We are seeking a dependable and organized Customer Service Representative / Dispatcher who can deliver an excellent customer experience while efficiently coordinating service calls and technician schedules.
Responsibilities
- Respond to customer inquiries by phone, text message, email, social media, and online review platforms.
- Provide friendly, professional, and timely assistance to customers.
- Screen and qualify customer needs to determine the appropriate service and level of urgency.
- Schedule service, maintenance, installation, and sales appointments.
- Dispatch technicians to service calls based on location, availability, skill set, and call priority.
- Monitor the daily schedule and make adjustments when appointments run long, emergencies arise, or technicians become available.
- Maintain regular communication with technicians and field leadership throughout the day.
- Keep customers informed of technician arrival times, delays, and schedule changes.
- Confirm upcoming appointments and follow up with customers when necessary.
- Accurately enter and update customer, appointment, and service information in the company’s database.
- Review open calls and unscheduled work to help maximize technician productivity and schedule capacity.
- Support membership customers and help identify opportunities to improve the customer experience.
- Coordinate with service managers, technicians, and other departments to resolve scheduling or customer concerns.
- Assist with outbound calls and other Customer Experience Team responsibilities as needed.
Qualifications
- At least three years of professional customer service or call-center experience required.
- Dispatching experience in a fast-paced service environment preferred.
- HVAC, plumbing, electrical, or other home-services experience preferred.
- Excellent verbal and written communication skills.
- Strong organizational, multitasking, and problem-solving abilities.
- Ability to remain calm and professional when handling urgent situations or dissatisfied customers.
- Comfortable making schedule adjustments and decisions in a fast-paced environment.
- Strong computer skills, including familiarity with Microsoft Office and customer-management or dispatching software.
- Self-motivated, dependable, and able to work effectively with limited supervision.
- Professional and polished demeanor.
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
Compensation and Benefits
- Competitive hourly pay of $15–$20, based on experience.
- Potential performance bonuses or commissions.
- Medical, dental, vision, and life insurance.
- 401(k) with company match.
- Paid time off and parental leave.
- Comprehensive paid training.
- Ongoing training, mentorship, and professional-development opportunities.
- Employee referral program.
Sullivan Super Service is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected status
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