Customer Experience Specialist/Dispatcher

Customer Service Representative (CSR) /

Dispatcher Company:

Jackson & Sons Department:

Operations /

Customer Service Reports To:

Operations Manager Position Summary Jackson & Sons is seeking a dependable, organized, and customer-focused Customer Service Representative (CSR) / Dispatcher to support daily operations by coordinating schedules, communicating with customers, and dispatching technicians efficiently. The ideal candidate will have strong communication skills, the ability to multitask in a fast-paced environment, and a commitment to providing exceptional customer service. Experience with ServiceTitan is preferred but not required. Key Responsibilities Answer inbound customer calls, emails, and service requests professionally and courteously Schedule and dispatch technicians according to customer needs and operational priorities Monitor job progress and communicate updates to customers and field personnel Maintain accurate records of schedules, work orders, customer interactions, and dispatch logs Coordinate with operations staff to ensure timely completion of services Resolve customer concerns or escalate issues when necessary Assist with data entry, filing, reporting, and other administrative duties Ensure compliance with company policies, safety standards, and procedures Provide exceptional customer service while maintaining professionalism under pressure Qualifications High school diploma or equivalent required Previous customer service, dispatch, administrative, or call center experience preferred Experience with ServiceTitan or similar dispatch/scheduling software preferred but not required Strong verbal and written communication skills Proficiency in Microsoft Office and basic computer applications Excellent organizational and multitasking abilities Ability to work independently and as part of a team Strong problem-solving and time management skills Ability to remain calm and professional in high-volume situations Preferred Skills Experience in HVAC, plumbing, electrical, service, or logistics industries Knowledge of scheduling and dispatch systems Bilingual communication skills are a plus Physical Requirements Prolonged periods sitting at a desk and working on a computer Ability to occasionally lift up to 20 pounds Work Schedule Full-time Monday-Friday, with occasional overtime or weekend availability as needed Benefits Competitive pay Health insurance Paid time off Retirement plan options Opportunities for growth and advancement Equal Employment Opportunity (EEOC) Statement Jackson & Sons is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.