Customer Service Representative

Customer Service Representative / Dispatcher

Sullivan Super Service
Pay: $15–$20 per hour
Schedule: Monday–Friday, 10:00 a.m.–6:00 p.m.
Job Type: Full-time, in person

Sullivan Super Service believes great home service starts with a highly trained team committed to exceptional customer care. Our Customer Experience Team plays a critical role in connecting customers with our technicians, coordinating daily service operations, and ensuring every customer receives timely and professional support.

We are seeking a dependable and organized Customer Service Representative / Dispatcher who can deliver an excellent customer experience while efficiently coordinating service calls and technician schedules.

Responsibilities

• Respond to customer inquiries by phone, text message, email, social media, and online review platforms.
• Provide friendly, professional, and timely assistance to customers.
• Screen and qualify customer needs to determine the appropriate service and level of urgency.
• Schedule service, maintenance, installation, and sales appointments.
• Dispatch technicians to service calls based on location, availability, skill set, and call priority.
• Monitor the daily schedule and make adjustments when appointments run long, emergencies arise, or technicians become available.
• Maintain regular communication with technicians and field leadership throughout the day.
• Keep customers informed of technician arrival times, delays, and schedule changes.
• Confirm upcoming appointments and follow up with customers when necessary.
• Accurately enter and update customer, appointment, and service information in the company’s database.
• Review open calls and unscheduled work to help maximize technician productivity and schedule capacity.
• Support membership customers and help identify opportunities to improve the customer experience.
• Coordinate with service managers, technicians, and other departments to resolve scheduling or customer concerns.
• Assist with outbound calls and other Customer Experience Team responsibilities as needed.

Qualifications

• At least three years of professional customer service or call-center experience required.
• Dispatching experience in a fast-paced service environment preferred.
• HVAC, plumbing, electrical, or other home-services experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational, multitasking, and problem-solving abilities.
• Ability to remain calm and professional when handling urgent situations or dissatisfied customers.
• Comfortable making schedule adjustments and decisions in a fast-paced environment.
• Strong computer skills, including familiarity with Microsoft Office and customer-management or dispatching software.
• Self-motivated, dependable, and able to work effectively with limited supervision.
• Professional and polished demeanor.
• High school diploma or equivalent required; associate or bachelor’s degree preferred.

Compensation and Benefits

• Competitive hourly pay of $15–$20, based on experience.
• Potential performance bonuses or commissions.
• Medical, dental, vision, and life insurance.
• 401(k) with company match.
• Paid time off and parental leave.
• Comprehensive paid training.
• Ongoing training, mentorship, and professional-development opportunities.
• Employee referral program.

Sullivan Super Service is an Equal Oppor