Customer Service Representative/Dispatcher

Job description

# Customer Service Representative/Dispatcher **JSP Home Services | Kingston, NY** ## Be the Voice Customers Remember When a customer calls JSP Home Services, the person who answers the phone sets the tone for their entire experience. We’re looking for an experienced Customer Service Representative/Dispatcher who can handle a high volume of calls, listen carefully, solve problems, and turn customer needs into accurately booked appointments. This role is ideal for someone who is calm under pressure, naturally helpful, and confident guiding conversations toward the right next step. At JSP Home Services, great customer service means more than answering the phone. It means making customers feel heard, capturing the right information, coordinating service accurately, and creating a positive experience from the very first interaction. ## Why Join JSP Home Services? - Competitive compensation - Medical, Dental, and Vision Insurance - Paid Time Off and Paid Holidays - 401(k) with Company Match - Ongoing Training and Professional Development - Career Growth Opportunities - Year-Round, Stable Employment - Supportive, Team-Oriented Work Environment - On-Site Position in Kingston, NY ## The Role As a Customer Service Representative, you’ll serve as the first point of contact for customers calling about plumbing, heating, cooling, electrical, and other home service needs. You’ll answer inbound calls, identify the customer’s needs, accurately schedule appointments, and help ensure each call results in a clear and positive next step. You’ll also support outbound customer communication, including appointment confirmations, follow-up calls, membership renewals, unsold estimate follow-up, and customer satisfaction calls. ## Key Responsibilities - Answer a high volume of inbound customer calls with a friendly, professional phone presence. - Listen carefully, ask the right questions, and accurately identify each customer’s service needs. - Book, confirm, reschedule, and cancel appointments while capturing complete and accurate customer information. - Communicate appointment expectations, service availability, and next steps clearly. - De-escalate upset or stressed customers and work toward a positive resolution. - Overcome booking objections and help customers understand the value of scheduling service. - Promote maintenance plans, memberships, and available service options when appropriate. - Make outbound calls for appointment confirmations, customer follow-up, happy calls, membership renewals, and unsold estimates. - Maintain accurate customer records and call notes within the company’s scheduling and CRM systems. - Coordinate closely with dispatchers, technicians, and other team members to support an efficient customer experience. - Meet individual and team expectations for booking rates, call quality, accuracy, and customer satisfaction. - Maintain reliable attendance and punctuality for this on-site position. ## Qualifications - At least 2 years of customer service experience in a phone-heavy environment, such as a call center, dispatch office, front office, or service-based business. - Strong verbal communication and active listening skills. - Comfortable managing high call volume while remaining friendly, focused, and professional. - Ability to book and manage appointments accurately while capturing complete customer information. - Strong problem-solving skills and the ability to remain composed with upset or frustrated customers. - Basic computer proficiency and the ability to learn scheduling and CRM software quickly. - Reliable attendance and the ability to work on-site in Kingston, NY. - Prior experience in home services, plumbing, HVAC, electrical, or another trade-related business is a plus. - Experience with ServiceTitan or a comparable field service management platform is preferred. - Experience with outbound calling, customer follow-up, membership renewals, or unsold estimate rehash is preferred. - Sales-minded and comfortable overcoming objections and promoting memberships or maintenance plans. - Bilingual English and Spanish is a plus. ## What Success Looks Like Success in this role means customers feel heard, appointments are booked accurately, and every conversation moves toward a helpful resolution. You’ll build trust over the phone, support the field team with complete information, and help JSP Home Services deliver a smooth and professional customer experience from the first call through the completed service.