Customer Service Specialist I

About the Role

The Customer Service Representative I is responsible for managing service requests, dispatching calls to the appropriate technicians or field staff, and conducting outbound calls to customers. This role serves as a key communication hub, ensuring timely responses, accurate scheduling, and a high level of customer satisfaction. In this position, you will coordinate dispatch of service calls, monitor call queues, and update scheduling systems to ensure accurate and timely service delivery. You will also handle outbound communication with customers to confirm appointments, follow up on requests, and address any delays or rescheduling needs. Providing courteous, solution‑oriented support is essential, along with documenting interactions in CRM systems and escalating complex issues as needed. Additional duties include maintaining accurate records, collaborating with internal teams, and supporting reporting and performance metrics. • Dispatch service calls to technicians or field staff based on availability, urgency, and skill set • Monitor call queues and job status to ensure timely completion • Update scheduling systems and track dispatched calls for accuracy and follow‑up • Make outbound calls to confirm appointments, follow up on service requests, and provide updates • Contact customers regarding missed calls, service delays, or rescheduling needs • Conduct courtesy calls, satisfaction checks, or reminder calls as required • Provide professional, courteous, and solution‑oriented customer support • Accurately document customer interactions, notes, and outcomes in CRM or dispatch systems • Resolve basic customer concerns and escalate complex issues when necessary • Maintain accurate customer records, schedules, and service logs • Communicate effectively with internal teams to ensure service expectations are met • Support reporting, call tracking, and performance metrics as assigned

Key Responsibilities

• ▸dispatch calls
• ▸call monitoring
• ▸scheduling system
• ▸crm documentation
• ▸customer outreach
• ▸reporting metrics

What You Bring

The role requires a high school diploma (or associate degree) and 1–2 years of relevant experience, strong verbal communication, multitasking ability, and proficiency with phone, CRM, and scheduling tools. Key competencies include a customer‑focused mindset, effective time management, problem‑solving, clear communication, reliability, and teamwork. • High school diploma or equivalent (associate degree preferred) • 1–2 years of experience in customer service, call center, dispatch, or coordination roles preferred • Strong verbal communication and active listening skills • Ability to manage high call volumes and multitask in a fast‑paced environment • Proficiency with phone systems, CRM software, and scheduling tools • Strong organizational skills and attention to detail • Customer‑focused mindset • Time management and prioritization • Problem‑solving and decision‑making • Clear and professional communication • Reliability and teamwork • Office‑based or remote with extensive phone and computer use

Requirements

• ▸high school
• ▸crm
• ▸phone systems
• ▸scheduling tools
• ▸customer‑focused
• ▸problem‑solving

Benefits

Work may be performed in an office or remotely, with extensive phone and computer use, and may involve flexible scheduling, including evenings or weekends. Compensation includes a competitive hourly wage or salary and a benefits package such as health insurance, PTO, and a retirement plan. • Flexible scheduling may be required, including evenings or weekends • Competitive hourly wage or salary • Benefits package including health insurance, PTO, retirement plan, etc.

Work Environment

Office Full-Time