Office
Dispatcher/Customer Service Representative
Full-time position in Melbourne, FL
Full-Time Melbourne, FL
About the Role
We’re looking for a Dispatcher/Customer Service Representative to coordinate service calls and dispatch technicians while maintaining operational efficiency. This position requires multitasking, prioritization, and the ability to handle scheduling challenges to support business operations.
Key Responsibilities
Customer Communication
- Respond to customer inquiries via phone and email with timely communication
- Provide service information, scheduling details, and available options
- Address complaints professionally and resolve issues promptly
- Follow up to confirm issue resolution and customer satisfaction
Scheduling & Dispatch
- Manage appointment scheduling and coordinate with dispatchers
- Manage call boards by moving unfinished calls forward
- Follow up on parts-ready tickets and confirm homeowner scheduling
Administration
- Maintain accurate records of appointments, customer details, and job statuses
- Organize and maintain customer databases and documentation
- Process payments and invoicing, especially in tenant/landlord situations
- Update builders via builder portals on work order status
Sales Support
- Promote maintenance plans and relevant products
- Guide customers in informed service decisions
Continuous Improvement
- Participate in process improvement discussions
Requirements
Education & Experience
- High school diploma or equivalent required
- Prior dispatch, customer service, or similar role experience preferred
- HVAC, plumbing, electrical, construction, or logistics experience valued
Technical Skills
- Proficiency in scheduling/dispatching software (ServiceTitan experience a plus)
- Microsoft Office competency (Word, Excel, Outlook)
- GPS tracking and mapping system capability
- Data entry accuracy and record-keeping
Communication & Customer Service
- Excellent verbal and written communication
- Strong active listening and problem-solving
- High-pressure situation and multitasking ability
- Professional phone etiquette
Organizational & Analytical
- Attention to detail and task prioritization
- Multiple service request management capability
- Time management and adaptability to priority changes
Other Qualifications
- Independent and team-oriented work style
- Conflict-resolution and de-escalation skills
- Industry terminology familiarity
- Flexible availability including evenings/weekends
Why Join Cool Rays
- Competitive compensation and benefits
- Dynamic, fast-paced work environment
- Supportive team culture with growth opportunities
- Direct impact on customer satisfaction and operational efficiency
Ready to Join Our Team?
Apply today and help us deliver outstanding service to homeowners across the Space Coast.