Customer Service Representative – Dispatcher
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Job Description
Customer Service Representative managing inbound inquiries and scheduling cleaning appointments for a Residential Cleaning Franchise. Handling customer communication and retention efforts with a remote setup.
Responsibilities:
- Lead Capture & Booking: Answer inbound calls, website inquiries, and customer requests for cleaning services.
- Scheduling & Reschedules: Schedule new cleaning appointments and recurring services, coordinate daily cleaning routes with available teams, handle rescheduling requests and manage calendar changes efficiently.
- Customer Communication & Retention: Maintain clear and professional communication with customers, confirm appointments and send reminders when needed, support customer retention through follow-ups and service feedback.
- Service Issue Intake & Escalation: Receive and document service issues or customer complaints, provide initial support and reassurance to customers, escalate service concerns to management when required.
- CRM & Administrative Support: Maintain accurate customer records and appointment details in the CRM, update service logs, notes, and customer communication records, support general administrative tasks to keep operations organized.
Requirements:
- Customer Service Experience: Minimum 2 years of experience in customer service, client support, or service-based business environments.
- Scheduling / Coordination Experience: At least 2 years of experience coordinating appointments, service schedules, or operational calendars.
- Customer Communication Volume: At least 2 years of experience handling high volumes of inbound inquiries and follow-ups via phone, email, or messaging platforms.
- CRM / Software Experience: Minimum 2 years of experience using CRM systems or scheduling tools to manage customer data and appointments.
- Multitasking / Operational Coordination: Minimum 2 years of experience managing multiple service requests, appointments, or client interactions simultaneously.
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