About Our Company
We are a locally owned and operated home services company serving all of Middle Tennessee. With a client base of over 15,000 customers, we provide professional HVAC, electrical, and plumbing services for both residential and commercial clients. Our company is growing rapidly, and our success is built on strong systems, clear communication, and a commitment to Creating a Higher Standard for Home Services.
Our dispatch and customer service team plays a key role in supporting both our customers and field technicians every day.
Job Overview
Schedule: Monday to Friday, 9:00 AM to 6:00 PM
Occasional after-hours and weekend on-call hours, based on rotation. On-call duties can be handled remotely using our dispatching app. Bonus is paid for assigned on-call weeks.
We are seeking an experienced In-House Dispatch and Customer Service Representative to support both customers and technicians. This role is essential to daily operations, managing inbound and outbound communication, scheduling and dispatching technicians, and keeping jobs running smoothly from first call to completion.
The ideal candidate has prior home services experience, is comfortable using service CRM platforms, and understands how performance, organization, and communication directly impact customer satisfaction and company growth.
Key Responsibilities
Customer Communication
- Answer inbound calls promptly and professionally
- Schedule, reschedule, and confirm service appointments
- Make outbound follow-up calls for estimates, missed calls, and unscheduled leads
- Communicate clearly with customers regarding arrival windows, job updates, and expectations
- Resolve customer concerns with professionalism and urgency
- Communicate effectively with customers, remote technicians, and office staff
Dispatch & Technician Support
- Dispatch HVAC, electrical, and plumbing technicians efficiently
- Communicate directly with technicians throughout the day to manage schedules
- Adjust schedules in real time based on emergencies, delays, or cancellations
- Ensure technicians have accurate job details and customer information
- Utilize an intuitive scheduling and dispatching program
CRM & Administrative Duties
- Accurately enter and update customer and job data in service CRM systems
- Maintain detailed notes, call records, and job statuses
- Track leads, estimates, and service appointments
- Support communication between dispatch, technicians, and management
- Multitask daily administrative tasks while maintaining attention to detail
After-Hours On-Call Support
- Handle emergency and after-hours calls and leads during assigned on-call rotations
- Coordinate emergency dispatch and customer communication when on call
Performance Expectations & KPIs
This role directly impacts revenue and customer experience. Performance may be measured by:
- Lead response time and booking rate
- Outbound follow-up completion
- Schedule efficiency and job flow
- Customer satisfaction and communication quality
Consistently strong performance can lead to performance-based bonuses and advancement opportunities.
Required Experience & Qualifications
- Previous dispatch or customer service experience required
- Dispatch experience in service based businesses
- Experience with service CRMs such as ServiceTitan, Housecall Pro, Service Fusion, or similar platforms
- Strong written and verbal communication skills
- Ability to multitask, stay organized, and work with minimal supervision
- Quick learner with the ability to adapt to new systems and processes
- Knowledge of Middle Tennessee cities and their proximity to one another
- Bilingual Spanish-speaking is a plus
Job Benefits Include (But Are Not Limited To):
- Set schedule
- Competitive hourly pay based on experience with weekly pay and performance opportunities
- Paid weekly via direct deposit
- Bonuses, including bonus pay for assigned on-call weeks
- Retirement plan with company match, eligible after 90 days
- Health insurance options, including company contribution toward health insurance, eligible after 90 days
- Paid time off, eligible after 90 days
- Working for an AMAZING, family-owned Middle Tennessee business
What We Offer
- Full-time, in-office position with stable hours
- Structured on-call rotation with remote capability
- Clear expectations and performance tracking
- Training provided with opportunity to start quickly
- Opportunity to grow with a rapidly expanding, family-owned Middle Tennessee company
Pay: $30,000.00 - $45,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
