Customer Service Representative – Dispatcher
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Job Description
Customer Service Representative for a Residential Cleaning Franchise managing inbound inquiries and scheduling appointments. Providing customer support and administrative assistance in a remote setting.
Responsibilities:
- Lead Capture & Booking Answer inbound calls, website inquiries, and customer requests for cleaning services.
- Collect and record key client information and service needs.
- Convert incoming inquiries into scheduled cleaning appointments.
- 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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