EXPLORING A CAREER IN CUSTOMER SERVICE AND DISPATCH
Soft skills are needed in the trades. Customer service and dispatch professionals perform a variety of essential tasks that keep customers satisfied and plumbers, electricians, and HVAC professionals booked and busy.
Customer Service and Dispatch
The soft skills that are needed in the trades
THE IMPORTANCE OF CUSTOMER SERVICE REPRESENTATIVES AND DISPATCH IN THE SKILLED TRADES
Customer service and dispatch roles are essential in a home service company’s ecosystem. Without the soft skills side of the trades, there would be no technicians showing up at customers’ homes to fix issues in the first place. Each position at a residential service company is a vital spoke in a larger wheel that keeps the entire business moving forward.
UNDERSTANDING THE ROLE OF DISPATCH
What Does Dispatch Do?
The dispatcher is an integral part of operations, serving as a bridge between the office and the jobsite. They’re responsible for dispatching calls to service technicians, recording and reporting the outcomes of service calls, and maintaining customer relationships by updating customers throughout the day on the technician’s progress. They must match technicians with specific jobs that align with their technical expertise, benefiting both the homeowner and the business.
Throughout their career, dispatch professionals will continually grow and learn how to prioritize the most urgent customer calls and relay detailed and accurate information to the technicians in the field. This ensures a quality customer experience and helps encourage repeat business.
What Makes a Successful Dispatcher?
Those who work as dispatchers are highly organized, enjoy working with data, have problem-solving skills, and are skilled in service call coordination.
The dispatcher knows each technician in the business and understands the types of service calls where each technician is most successful. They serve as the matchmaker between the customer and the technician, understanding all the different aspects of the service call to ensure a successful outcome and maximize opportunities.
UNDERSTANDING THE ROLE OF CUSTOMER SERVICE REPRESENTATIVES (CSR)
What Is a Customer Service Representative, and What Do They Do?
A customer service representative (CSR) is the first line of offense in building and maintaining the service company’s customer relationships. An organization’s success begins in the call center, as the CSR promotes customer satisfaction by converting calls into booked service appointments.
The CSR must record the details of the call, including the age of the equipment, the severity of the issue, how urgently the customer needs the issue fixed, and any other pertinent information. The CSR is then responsible for passing this information along to the dispatcher so the dispatcher can then pair the proper technician to service that call.
What Makes a Successful CSR?
A great CSR is empathetic to customers’ needs, detail-oriented, an excellent note taker, and enjoys creating a positive experience for customers.
The CSR is the first person a customer interacts with at a business. Individuals working as CSRs have excellent communication skills and serve as the first touchpoint between a customer and the service business.
WHAT’S THE BEST WAY TO GET STARTED IN CUSTOMER SERVICE OR DISPATCH?
The first step in becoming either a customer service representative or a dispatcher is to earn your high school diploma or GED. Any experience working with customers will prepare you well for these roles, whether it’s your first job as a babysitter or your high school job at the local movie theater! A basic class in computer technology will also prepare you well for the customer service and dispatch career paths.
THE CSR AND DISPATCH CAREER PATH
The career paths available in customer service and dispatch are varied and can be a springboard to leadership positions.
Dispatch: You can begin your career as a dispatcher and, in a few short years, advance to installation coordinator, managing large equipment installations for the entire company.
Customer Service: After mastering inbound and outbound calling and handling customer concerns as a CSR, you can move on to a lead CSR position and train other CSR team members. Lead CSR positions coordinate daily sales goals and write and edit call scripts to increase booked appointments.
Photo credit to the team at Beyond Wow Plumbing
Customer Experience and Dispatch Jobs
A career in customer service and dispatch offers great pay, benefits, job security, and professional satisfaction. Explore The Trades is your complete resource for everything you need to get started and advance your career. Connect with the right people, the right information, and get the right answers to get your career in gear!
Frequently Asked Questions
What Is a CSR Position?
A CSR position in a plumbing, HVAC, or electrical company focuses on communication, organization, and customer care. It’s an ideal entry-level role for someone with strong people skills and an interest in the trades, often with room to grow into dispatch, office management, or even training roles.
What Is Dispatch Experience?
A background in scheduling and coordinating is essential to dispatch roles. Prospective dispatch professionals should show strong organizational and communication skills and attention to detail.
How to Become a Customer Service Representative?
To become a CSR, you typically need a high school diploma and strong communication skills. Many companies offer on-the-job training in the software and systems used in the trades. With experience, CSRs can grow into more advanced roles in dispatch or office leadership.