Job Posting: Customer Service & Dispatch Representative (CSR/DSR)
Location: Vancouver, BC
Employment Type: Full-time
About the Role
We are seeking a highly motivated Customer Service & Dispatch Representative (CSR/DSR) to be the frontline voice of our company and the key link between our customers, technicians, and service team. This hybrid role combines the duties of a Customer Service Representative and a Dispatcher — meaning you will not only provide an outstanding first impression for customers, but also ensure technicians are scheduled and dispatched effectively to maximize productivity, customer satisfaction, and company growth.
Key ResponsibilitiesCustomer Service
· Answer incoming calls (150-200 per week expected) and online scheduling requests.
· Deliver an excellent first impression by showing empathy, professionalism, and enthusiasm on every call.
· Schedule service calls in Company CRM while confirming payment methods and explaining our Upfront Pricing system.
· Track and record advertising sources for marketing purposes.
· Make customer follow-up calls, handle complaints, and build long-term customer trust.
Dispatch
· Monitor technician schedules and assign jobs based on priority, location, availability, and skillset.
· Call customers 30–45 minutes prior to a technician’s arrival and update them in case of delays.
· Ensure technicians provide status updates (arrival, diagnosis, completion) and follow up with customers as needed.
· Manage daily call slots, balancing new calls, callbacks, and carryover jobs.
· Track parts and restocking requests, coordinating with warehouse or apprentices to minimize downtime.
· Support after-hours and on-call operations by coordinating emergency service requests.
Sales & Outbound Growth
· Promote and sell membership/maintenance plans during inbound and outbound calls.
· Conduct outbound follow-up calls and emails to unsold estimates, past customers, and leads that fell off.
· Support marketing campaigns that generate new leads (reactivation of past customers, seasonal promotions, etc.).
What We Expect
· Friendly, empathetic, and clear communicator with strong phone presence.
· Detail-oriented and highly organized to manage scheduling and technician coordination.
· Proactive problem-solver who can handle objections, resolve issues, and escalate only when necessary.
· Ability to thrive in a fast-paced environment and remain calm under pressure.
· Team player who works closely with technicians, supervisors, and managers to deliver seamless service.
· Commitment to continuous training and growth. This includes participation in structured role-play exercises, exams, and ongoing coaching to master our company’s communication methods, objection-handling, scripts, and industry best practices.
Training & Growth
· Structured Development Program: Ongoing training with testing and accountability to ensure mastery of service and dispatch excellence.
· Script & Guideline Mastery: Learn, apply, and maintain consistency with our proven communication methods and scheduling systems.
· Performance Coaching: Regular reviews, role-play sessions, and mentorship for personal and professional growth.
Key Performance Indicators (KPIs)Service & Dispatch Excellence
· Call Booking Rate: 85%+ of incoming calls successfully converted into demand & opportunity calls
· Response Time: All calls answered within 3 rings; callbacks returned within 10 minutes.
· Dispatch Accuracy: 95%+ of jobs dispatched correctly on first assignment.
· Customer Updates: 100% of customers notified of technician arrival within 30–45 minutes.
· Follow-Up Completion: 100% of required callbacks, complaints, or parts-related follow-ups documented and completed.
· Technician Utilization: Support techs to maintain 3–4 quality jobs per day.
· Marketing Source Tracking: 100% of new leads have referral source recorded.
Training & Quality Standards
· Training Adherence: 90%+ completion rate on required training modules, exams, and role-play sessions.
· Script & Guideline Compliance: 90%+ adherence rate (measured via call reviews and QA checks).
Sales & Growth
· Membership Sales Conversion: Minimum of 10–15 memberships sold per month.
· Outbound Rehash Campaigns: 100+ outbound calls/emails completed per week with a tracked conversion percentage.
· Lead Reactivation: 10–15% of outbound contacts result in booked service calls.
· Customer Satisfaction: Maintain 4.7+ average post-call or follow-up rating.
Benefits
· Competitive hourly rate + performance incentives
· Paid breaks and structured scheduling support
· Ongoing professional development with a clear career path
· Growth opportunities in a fast-expanding company
Job Types: Full-time, Permanent
Pay: $50,000.00-$60,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
Experience:
- Customer Service: 2 years (preferred)
Work Location: In person
