Job Summary
We are a local, family-owned home services company looking for a sharp, dependable Dispatch & CSR Specialist to serve as the engine of our daily field operations.
In this role, your primary focus is dispatch command. You will own our digital job board—strategically mapping out our technicians' routes, managing appointment windows, and debriefing with our field teams to maximize productivity. When you aren't optimizing the board, you will handle inbound customer calls, answer service inquiries, and ensure our clients receive the responsive, neighborly care we are known for.
If you thrive in a fast-paced environment, love solving logistical puzzles under pressure, and take pride in keeping a team running smoothly, we want to hear from you.
Key Responsibilities
- Board Management & Route Optimization: Continuously monitor the live dispatch board to assign the right technician to the right job based on priority, location, and expertise.
- Technician Support & Debriefing: Stay in constant communication with field technicians, verifying arrival times, assisting with schedule adjustments, and thoroughly debriefing them as they close out calls.
- Appointment & Capacity Management: Maintain precise appointment schedules, proactive communication regarding arrival windows, and booking capacity targets throughout the day.
- Inbound Customer Care: Answer incoming phone calls, respond promptly to digital customer inquiries, troubleshoot basic scheduling issues, and book service appointments with a friendly, local tone.
- Cross-Department Collaboration: Work hand-in-hand with our administrative team and office managers to ensure high-priority client requests, data entry updates, and operational handoffs run seamlessly.
Core Competencies & Necessary Skills
- Geographic Familiarity & Spatial Awareness: A solid working knowledge of the Kansas City metro area (specifically Lee's Summit, Independence, Blue Springs, and surrounding communities) to efficiently map routes and minimize technician drive times.
- Active Listening & Clear Articulation: The ability to listen intently to customer concerns, ask targeted clarifying questions, and deliver clear, professional instructions to field crews over the phone or text chat.
- High-Stress Multi-Tasking: The mental agility to jump fluidly between a ringless phone queue, instant messages from field staff, and a changing dispatch schedule without losing accuracy or composure during peak weather volumes.
- Conflict Resolution & De-escalation: Exceptional emotional intelligence to calm anxious or frustrated homeowners, shifting technical issues into positive, reassuring customer experiences.
- Logical Resource Allocation: Critical thinking skills to evaluate which tech is best equipped for a specific job based on their diagnostic skillset, location, parts availability, and historical job performance.
Qualifications & Requirements
- Experience: 1–2+ years of experience in logistics, dispatch, or a high-volume customer service role (HVAC, plumbing, electrical, or traditional field service industry experience is a major plus).
- Tech-Savvy: Strong computer proficiency and the speed to confidently navigate multi-tab field service CRMs/routing systems (experience with ServiceTitan or similar industry platforms is highly preferred).
- Reliability: A highly dependable professional who values punctuality and takes absolute ownership of their shift.
Job Details & Benefits
- Job Type: Full-time, In-person
- Location: Lee's Summit, MO
- Salary Range: $20.00 – $26.00 / hour (based on experience)
- Schedule: Standard office hours (day shift) with potential for alternating or shared on-call coverage rotation during peak seasons.
- Benefits: Comprehensive package including health insurance options and competitive paid time off.
Pay: $20.00 - $26.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
