Find & Apply For Customer Service Manager Jobs in Rising Sun, Maryland

Customer Service & Dispatch Coordinator Department:

Residential Service Reports To /

Direct Supervisor:

Business Operations Manager Schedule:

Full-Time, In-Office |

Monday-Friday Additional Schedule Requirement:

Participation in on-call and after-hours coverage as scheduled. Primary Job Function The Customer Service & Dispatch Coordinator is a high-volume, customer-facing office position responsible for answering incoming calls, coordinating the daily service schedule, dispatching and supporting field technicians, managing maintenance scheduling, coordinating on-call service coverage, and providing a consistent customer experience. Working under the direction of the Business Operations Manager, this position manages the day-to-day flow of the service department by ensuring customer calls are handled promptly and professionally, appointments are scheduled appropriately, technicians are efficiently dispatched, customers are kept informed, maintenance obligations are managed, on-call and after-hours service needs are coordinated, and outstanding work is properly documented and routed for follow-up. This position is expected to consistently follow established company SOPs, workflows, scheduling policies, documentation standards, and direction provided by their supervisor. Key Responsibilities Customer Service & Call Handling

• Answer and assist with a high volume of incoming customer calls.
• Schedule and coordinate residential service calls as requests are received.
• Provide clear, professional, and accurate customer communication.
• Review customer, location, equipment, agreement, and service history when assisting customers.
• Set appropriate expectations regarding scheduling, service windows, and next steps.
• Keep customers informed of schedule changes, delays, parts status, and anticipated lead times.
• Escalate customer concerns or situations requiring management involvement. Dispatch & Schedule Management
• Maintain and actively manage the daily service schedule and dispatch board.
• Schedule calls according to established SOPs, technician availability, geography, urgency, skill set, and workload.
• Dispatch technicians throughout the day as calls are completed.
• Monitor technician progress and adjust the schedule as necessary.
• Maintain communication with technicians regarding schedule changes, customer information, and job requirements.
• Forecast workload and technician capacity for upcoming days.
• Coordinate return visits for parts, approved repairs, or additional work.
• Minimize unnecessary drive time, technician downtime, and scheduling inefficiencies.
• Escalate scheduling conflicts, capacity concerns, or exceptions to the Business Operations Manager. Maintenance Coordination & Ownership
• Manage the residential maintenance schedule and associated workflows.
• Proactively contact customers to schedule upcoming maintenance.
• Monitor due, overdue, unscheduled, and incomplete maintenance visits.
• Schedule maintenance based on seasonality, technician capacity, equipment type, and company procedures. '
• Verify correct maintenance services, equipment, location, and agreement information when scheduling.
• Coordinate rescheduling and maintenance-related follow-up.
• Maintain accurate maintenance agreement and recurring-service information.
• Assist with maintenance renewals and customer outreach according to established workflows. On-Call & After-Hours Responsibilities
• Participate in the customer service/dispatch on-call rotation as scheduled.
• Respond to after-hours customer calls and messages according to company procedures.
• Determine appropriate next steps using established after-hours scheduling and escalation procedures.
• Coordinate and dispatch the on-call service technician when required.
• Communicate service expectations and applicable scheduling information to customers.
• Document after-hours calls, actions taken, and required follow-up accurately within company software.
• Ensure unresolved after-hours items are properly handed off for follow-up during regular business hours.
• Maintain and coordinate the service technician on-call schedule as assigned.
• Escalate emergencies, exceptions, or situations outside established procedures to the appropriate manager. Technician Support & Follow-Up
• Debrief technicians and review completed service calls according to established procedures.
• Identify calls requiring estimates, parts, return visits, recommended work, warranty processing, or additional follow-up.
• Create and route follow-up tasks to the appropriate team member.
• Coordinate parts-pending customers and return visits as parts become available.
• Follow up on pending and recommended work according to established workflows.
• Ensure required job information and documentation are completed.
• Help ensure open service items are properly documented, assigned, and moved toward completion. SOP, Workflow & Data Compliance
• Follow company SOPs, workflows, scheduling policies, escalation procedures, and supervisor direction.
• Complete required workflow steps consistently and accurately.
• Maintain accurate customer, location, equipment, agreement, and service information within company software.
• Use required service types, statuses, tags, forms, and follow-up processes correctly.
• Maintain accurate customer and service histories.
• Identify missing, conflicting, or incomplete information and obtain clarification when necessary.
• Bring workflow issues, recurring problems, and opportunities for improvement to the Business Operations Manager.
• Implement updated procedures and workflows as directed. Required Skills & Qualifications
• Strong customer service and telephone communication skills.
• Excellent organization and attention to detail. Strong follow-through and accountability.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Strong computer skills and ability to learn service-management software.
• Ability and willingness to follow documented procedures and supervisory direction. Strong written and verbal communication skills.
• Sound judgment and ability to recognize when an issue should be escalated.
• Ability to participate in scheduled on-call and after-hours coverage.
• High school diploma or equivalent. Preferred Qualifications 2+ years of customer service, dispatching, scheduling, coordination, or related experience.
• HVAC, plumbing, electrical, home-service, or skilled-trades experience.
• Previous experience with field-service, CRM, scheduling, or dispatch software. Industry knowledge is preferred but not required. Training will be provided for the right candidate who demonstrates strong organizational ability, accountability, computer proficiency, customer service skills, and willingness to learn and follow established processes. Benefits
• Health insurance
• Paid time off

SIMPLE IRA

• Training and opportunities for professional growth Other duties may be assigned as business needs require.

Pay:

$15.00 - $30.00 per hour Expected hours: No less than 40.0 per week

Benefits:

Dental insurance Flexible schedule Health insurance Life insurance Paid time off Professional development assistance Retirement plan Vision insurance

Work Location:

In person