Customer Service Representative / Service Dispatcher
- Location:
- Gulfport, Mississippi
- Starting pay:
- $16.00 – $18.00 / hour based on experience
Position overview
The Customer Service Representative / Service Dispatcher is responsible for handling initial customer contact, answering incoming calls, scheduling service appointments, dispatching technicians, and supporting daily service operations.
This position requires strong communication skills, good judgment, attention to detail, and the ability to remain calm and professional when handling scheduling changes, customer concerns, and service priorities. The CSR/Dispatcher plays an important role in helping customers feel confident in Reliance Mechanical through appropriate voice tone, word choice, knowledge, and compassion.
This role is ideal for someone who is organized, dependable, customer-focused, and able to manage multiple priorities in a fast-paced service environment.
Key responsibilities
- Answer incoming phone calls in a timely and professional manner
- Assist customers with booking appointments and resolving scheduling conflicts
- Return customer messages received from the answering service as soon as possible
- Understand customer escalations, concerns, and disputes
- Escalate or handle customer disputes as appropriate based on the situation
- Accept customer payments over the phone
- Inform customers of available membership plans
- Assign pending service calls to the best available technician
- Understand service call priorities to ensure calls are scheduled and dispatched in the most logical order
- Keep customers informed of scheduling changes in real time
- Reschedule existing service calls based on real-time updates to call priority and technician availability
- Communicate with technicians regarding schedules, service updates, customer concerns, and job status
- Ensure technicians are recording required information in ServiceTitan before completing services
- Maintain accurate customer records, job notes, and scheduling updates
- Communicate with management regarding customer concerns, scheduling issues, technician availability, and service needs
- Perform other duties as required by management
Physical requirements
- Ability to sit or stand at a workstation for extended periods of time
- Ability to use a computer, keyboard, mouse, phone system, and other standard office equipment throughout the workday
- Ability to see, read, and enter information accurately on a computer screen
- Ability to hear and speak clearly enough to communicate with customers, technicians, coworkers, and management by phone or in person
- Ability to occasionally lift, carry, or move office supplies or materials up to 30 pounds
- Reliable transportation and consistent attendance
Required qualifications
- Customer service experience
- Strong phone communication skills
- Ability to speak clearly, professionally, and respectfully with customers, technicians, coworkers, and management
- Ability to handle customer concerns with patience, compassion, and good judgment
- Ability to manage multiple calls, messages, schedules, and service updates during busy periods
- Ability to remain calm, professional, and focused when handling customer concerns or schedule changes
- Strong attention to detail and accuracy when entering customer information, job notes, and scheduling updates
- Ability to organize schedules, prioritize service calls, and adjust quickly to changes
- Basic computer skills and ability to use scheduling or field-service software
- Ability to learn ServiceTitan and follow company procedures for documentation and dispatching
- Dependable, punctual, and able to work as part of a team
- Ability to maintain professionalism and confidentiality when handling customer and company information
Preferred qualifications
- Experience in plumbing, electrical, construction, or another service-related industry
- Experience with dispatching technicians or coordinating service calls
- Experience using ServiceTitan or similar field-service software
- Experience accepting payments and discussing service plans or membership options with customers
- Ability to work in a fast-paced office environment
- Strong problem-solving skills and ability to make sound decisions under pressure
- Familiarity with residential service scheduling, emergency calls, and technician routing
Why join us
- Growing company with steady work
- Family-owned business with experienced leadership
- Opportunity to help expand the plumbing and electrical divisions
- Team-focused environment
- Competitive pay based on experience
- Health, dental, vision, and supplemental insurance available
- Paid time off and company holidays
- Opportunity for long-term growth
Additional information
This position currently reports directly to the General Manager.
Reliance Mechanical maintains a drug-free workplace. Pre-employment drug testing required.
Employment may be contingent upon completion of a background check.
Reliance Mechanical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.
