Customer Service Representative/Dispatcher Smoak's Comfort Control Charleston, SC Job Details Full-time $18 - $22 an hour 2 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Referral program Qualifications Teamwork Customer relationship building Client rapport building Employee relationship building Continuous improvement Attention to detail Full Job Description Position Summary As our Customer Service Representative / Dispatcher, you're the heart of our office. You'll answer incoming calls, reach out to customers, and get the right appointments on the schedule — all while keeping a warm, calm, and helpful tone no matter how busy the day gets. You'll also step in to support our dispatch board when needed, helping coordinate technicians in the field so jobs run smoothly. This role is perfect for someone who genuinely enjoys talking with people, thrives on staying organized, and takes pride in turning a stressful phone call into a great customer experience. Key Responsibilities Provide exceptional customer service Answer incoming phone calls and respond to customer emails promptly and professionally, making every caller feel heard and taken care of Make outbound calls to schedule and confirm appointments, follow up on estimates, and check in on completed work Create a positive first impression by treating every customer with patience, courtesy, and respect. Listen carefully, ask appropriate questions, and gather accurate information about each customer's service needs. Book HVAC and plumbing service and maintenance appointments in our scheduling system, matching the right technician to the right job Address customer questions, concerns, and complaints professionally. Take ownership of customer issues and work toward timely, reasonable solutions. Fill in for the dispatcher as needed — assigning and rerouting technicians, communicating ETAs, and keeping the schedule running efficiently Work closely with our field team and office staff to keep communication flowing Consider technician skill level, location, availability, workload, call urgency, and customer needs. Maintain accurate customer profiles, service records, appointment notes, and job statuses. Process required documentation, invoices, and payment information. Maintain an organized and up-to-date customer database. Assist with general clerical and administrative duties that support daily operations. Help fill open appointment times created by cancellations or schedule changes. Communicate respectfully and professionally with coworkers, technicians, managers, customers, and vendors. Support field personnel by providing clear, complete, and accurate information. Participate in team meetings, training, coaching, and process-improvement discussions. Identify opportunities to improve scheduling, communication, customer service, and departmental efficiency. Share important information that may affect customers, technicians, or the daily schedule. Avoid gossip, disrespectful behavior, and unnecessary conflict. Help maintain a positive, accountable, and team-oriented work environment. Follow all company policies, procedures, ethical standards, and workplace expectations. Ready to Join Us? If you love helping people and want to be part of a growing team that values its people, we'd love to hear from you. Apply today!

Job Type:

Full-time Pay:

$18.00 - $22.00 per hour Expected hours: 35.0 - 45.0 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Referral program Vision insurance Application Question(s): Do you have experience with ServiceTitan software?

Experience:

Home Service Industry:

1 year (Preferred)

Language:

Spanish (Preferred) Ability to

Commute:

Charleston, SC (Required)

Work Location:

In person