Dispatcher and Customer Service Representative

The Role At Benedetto Heating & AC, the Customer Service Representative is the voice of our company. You are the first point of contact for our customers and the engine that keeps our field technicians moving efficiently. We are a process-driven company looking for someone who can combine empathy and patience on the phone with strategic, highly accurate dispatching on the computer. To be considered, you must complete our brief screening form. Applicants who apply via Indeed without completing the required follow-up form will not be reviewed. >>>>>>> https://forms.gle/6AuHb8gpH1gbv8gA8 What You Will Do Be the

Voice:

Answer all inbound calls within 3 rings using our standard greeting. Listen to the customer's issue with empathy, handle basic objections (like diagnostic fees), and confidently follow our scripts to book their service. Master the

Board:

Enter customer details with 100% accuracy into ServiceTitan. Schedule appointments strategically based on technician skill and geography to minimize drive time. Maintain a rolling one-month dispatch board and actively manage a "fill-in" list to eliminate schedule gaps.

Keep Everyone Informed:

Send "technician on the way" alerts, make reminder calls, and immediately notify customers if a tech is running behind. Follow up with customers after the service is completed to successfully close out the appointment.

Office & Team Coordination:

Act as the hub between our customers, the Service Manager, and field technicians regarding urgent calls, cancellations, schedule changes, and fill-ins. Accurately maintain the daily call log and actively manage our service agreements (driving conversions and booking reminders). How We Measure Success (Outcomes)

Responsiveness:

Zero calls missed; all answered by the 3rd ring.

Conversion:

Consistently maintain a minimum 85% call-to-booking conversion rate.

Accuracy:

Zero scheduling errors, wrong addresses, or double-bookings. 100% of new customer profiles contain complete data.

Efficiency:

Technician drive time is actively minimized through smart routing. What You Bring The "Phone Voice": Excellent verbal communication and the ability to remain calm, patient, and professional under pressure or with upset customers.

Tech-Savvy Multitasking:

The ability to actively listen and talk to a customer while simultaneously typing accurate notes into our dispatch software. Attention to

Detail:

Strong typing skills, data entry proficiency, and a commitment to getting the small things right, every single time.

Systems Experience:

Comfortable using CRM/dispatching software and basic office applications. Preferred ServiceTitan and/or Housecall pro.

What We Offer Base Pay:

$22/hr

Paid Time Off:

2 weeks PTO +

Holidays Benefits:

Health Insurance, Retirement Plan A structured, supportive office environment where your organizational skills directly drive the company's growth. How to Apply We are looking for detail-oriented individuals who can follow processes from day one. To be considered, you must complete our brief screening form. Applicants who apply via Indeed without completing the required follow-up form will not be reviewed. >>>>>>> https://forms.gle/6AuHb8gpH1gbv8gA8

Pay:

$22.00 per hour

Benefits:

401(k) Health insurance Paid time off

Experience:

Dispatching:

1 year (Preferred)

Work Location:

In person