Office
Dispatcher/Customer Service Representative
Full-Time St. Cloud, FL
About This Role
We’re looking for an organized and customer-focused Dispatcher/CSR to maintain operational efficiency by coordinating service calls and dispatching technicians. This role requires assessing customer needs, aligning them with technician availability, and ensuring seamless operations.
Key Responsibilities
- Respond promptly to customer inquiries via phone and email with timely, accurate communication
- Provide detailed service information, scheduling options, and guidance
- Manage appointment scheduling and coordinate with dispatchers
- Maintain accurate records of appointments, customer details, and job statuses
- Address customer concerns professionally and resolve issues promptly
- Conduct follow-up communications to confirm resolution and satisfaction
- Organize and maintain customer database and documentation
- Process payments and invoicing, particularly for tenant/landlord situations
- Promote maintenance plans and relevant products
- Guide customers in service decision-making
- Maintain clear call board by moving unfinished calls forward
- Update builders on work order statuses via portals
- Follow up on “parts ready” tickets and confirm homeowner scheduling
Requirements
Education & Experience
- High school diploma or equivalent required
- Prior dispatch, customer service, or similar role experience preferred
- HVAC, plumbing, electrical, construction, or logistics experience beneficial
Technical Skills
- Proficiency in scheduling/dispatching software (e.g., ServiceTitan)
- Strong Microsoft Office skills (Word, Excel, Outlook)
- GPS tracking and mapping system capability
- Data entry and record-keeping accuracy
Communication & Customer Service
- Excellent verbal and written communication abilities
- Strong active listening and problem-solving skills
- Ability to handle high-pressure situations and multitask
- Professional phone etiquette
Other Qualifications
- Independent and team-oriented work capability
- Conflict-resolution and de-escalation skills
- Industry terminology familiarity beneficial
- Flexible scheduling availability, including evenings and weekends
Benefits
- Competitive compensation and benefits package
- Dynamic, fast-paced work environment
- Supportive team culture with growth and career development opportunities
- Direct impact on customer satisfaction and operational efficiency
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Frank's AC has been Central Florida's trusted comfort experts since 1990. Our family-owned team is standing by to help with any AC, heating, or home comfort need.