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Dispatcher and Customer Service Representative
Job
Iceberg Home Services
Winter Haven, FL (In Person)
$38,480 Salary, Full-Time
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Job Description
Dispatcher and Customer Service Representative Iceberg Home Services Winter Haven, FL Job Details Full-time From $18.50 an hour 2 days ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Flexible schedule Qualifications Customer communication Staff scheduling Team scheduling Handling customer service requests Task assignment Full Job Description Handle all incoming job requests for AC and plumbing services. This includes reviewing the nature of the request, assessing urgency, and booking the appropriate type of appointment—whether it's for a new installation or a repair. Assign service calls to the right technicians based on their location, skill set, availability, and workload. This ensures customers receive fast, efficient service from someone qualified for the specific task. Coordinate with the sales team to get sold jobs scheduled quickly. Make sure commitments made to customers are upheld and that jobs move smoothly from sale to service or installation without delay. Plan out daily technician routes to reduce windshield time and improve overall efficiency. This includes updating the schedule throughout the day to accommodate changes or emergencies. Reach out to customers to confirm scheduled appointments and provide updates if there are any changes or delays. Make sure they know what to expect and when their technician is arriving. Stay in constant communication with the sales team, service managers, and field supervisors. Work together to keep the schedule tight, ensure enough technician coverage, and avoid any delays or overlaps. Handle real-time scheduling issues as they come up. This includes last-minute cancellations, reschedules, customer complaints, or technician availability changes—finding quick and effective solutions to keep the day running smoothly. Keep detailed records of job scheduling, technician assignments, customer communications, and any changes made throughout the day. Ensure everything is documented in the system for reference and follow-up. When emergency service requests come in, quickly evaluate the situation and assign the most appropriate technician to handle the issue without disrupting the rest of the day's schedule. Use dispatch tools and GPS tracking to monitor where technicians are and make schedule updates as needed throughout the day to keep things running on time and efficiently.