Customer Service / Dispatcher

Job Summary

Beacon Home Services is seeking a focus-driven, detail-oriented Dispatch Service Representative to join our in-office team. In this role, you will be responsible for efficiently scheduling and dispatching service technicians while helping the team hit daily revenue, efficiency, and customer satisfaction goals. Success in this position requires a sharp focus, disciplined workflow, and the ability to manage real-time field operations under pressure.

You will collaborate closely with dispatchers, service technicians, and customer service reps to ensure service calls are executed with precision, professionalism, and urgency. This is a critical role within our operations, where your performance directly impacts both customer experience and company growth.

Our Core Values

• Community: We value respect, positivity, and diversity.
• Gratitude & Stewardship: We appreciate time and resources, using both wisely.
• Professionalism: We show up prepared, punctual, and honest.
• Willingness to Learn: We stay coachable and open to new ideas.
   

What We’re Looking For

• Highly focused and organized individual
• Strong communicator and decisive problem-solver
• Able to adapt quickly and work well under pressure
• Positive, professional team player with a growth mindset
• Results-oriented with a sense of urgency
• Tech-savvy and ready to learn new systems
   

Key Responsibilities

Scheduling & Dispatching

• Assign and prioritize calls based on technician skillset, profitability, and urgency.
• Adjust technician schedules in real-time to respond to changing field dynamics.
• Ensure jobs are stacked to meet sold-hour and revenue targets.
   

Communication & Support

• Relay accurate job details to technicians before dispatch.
• Proactively update customers regarding technician arrival times and delays.
• Act as the central communication point between CSR, technician, and customer.
   

Field Tracking & Reporting

• Monitor technician status, location, and job progress throughout the day.
• Maintain accurate notes on job outcomes, cancellations, and follow-ups.
• Provide end-of-day reports on technician performance and scheduling metrics.
   

Customer Experience

• Help enhance the customer journey through clear communication and rapid resolution.
• Follow up with customers to ensure satisfaction and address concerns promptly.
   

Job Monitoring & Coordination

• Track jobs requiring parts or follow-up visits and communicate with the Install Coordinator.
• Ensure all parts are ordered and assigned follow-up appointments are booked.
   

Appointment Handling

• Take inbound calls to book appointments with clarity and efficiency.
• Verify customer needs and match them with the appropriate service technician.
   

Skills & Competencies

• Strong attention to detail and accountability
• High-level multitasking and time management skills
• Tech proficient: ServiceTitan, Google Suite, Microsoft Office
• Excellent verbal and written communication
• Team-oriented with a competitive edge
• Conflict resolution and critical-thinking skills
• Comfortable with structured processes and performance metrics
   

Qualifications

• Minimum 2 years of dispatching experience (home service industry preferred)
• Familiarity with ServiceTitan preferred
• Logistics, scheduling, or field operations background is a plus
• Reliable high-speed internet and ability to connect devices via ethernet
• Open to feedback and growth; takes ownership of development
   

Working Conditions & Requirements

• Full-time, in-office position, M-F 7am-4pm
• May include weekends or extended hours based on business needs
• Seated desk work for long periods; lifting up to 15 lbs occasionally
   

What We Offer

• Competitive pay (based on experience)
• Medical, dental, and vision benefits
• Paid time off and holidays
• Career growth and advancement opportunities