Client Services Dispatcher

Job Overview

Swan of Loveland is seeking a Client Services Dispatcher for our Plumbing Division. In this role, you’ll manage inbound and outbound calls, as well as handle scheduling and dispatching for service appointments, keeping our boards full and organized, ensuring every client feels heard, respected, and confident in choosing Swan. This position also offers a performance-based bonus plan, rewarding your impact on team success and customer satisfaction. If you thrive in a fast-paced environment and enjoy problem-solving while creating smooth, stress-free experiences for homeowners, this role is for you! 

Key Responsibilities

• Serve as the primary point of contact for residential Plumbing clients via high-volume inbound and outbound calls.
• Schedule, coordinate, and dispatch service appointments with a strong focus on urgency, efficiency, and customer satisfaction
• Quickly assess customer needs, identify service requests or concerns, and provide clear, confident solutions
• De-escalate customer concerns with professionalism, empathy, and a solutions-based mindset
• Maximize booking opportunities by confidently communicating service options and converting calls into scheduled appointments
• Maintain accurate, detailed records of all customer interactions in Service Titan while multitasking calls and system updates
• Collaborate closely with technicians and internal teams to ensure timely arrivals and seamless service delivery
• Meet or exceed performance metrics while maintaining high-quality calls and following established call flows and scripts
• Continuously expand knowledge of Swan's services, memberships, and offerings to better serve customers

Qualifications and Requirements

• 2-4 years of call center, dispatch, or customer service experience (service-based industry preferred)
• Previous HVAC, plumbing, or home services experience 
• Excellent phone presence with the ability to build rapport quickly and professionally
• Strong multitasking and time-management skills in a high-volume, fast-paced environment
• Confident decision-making skills with sound judgment and attention to detail
• Ability to talk and type simultaneously; minimum typing speed of 45 WPM
• Proficiency in Microsoft Office, Service Titan a plus!

Benefits

• Great pay, with additional bonuses & spiffs
• Medical/Dental/Vision
• 401k with 50% company match
• Paid holidays and sick days
• Work for a company that values it's employees
• Motivating team environment
• Team focused company culture

Work Environment

This position operates in an office environment and requires the ability to remain in a stationary position for extended periods of time. Frequently operates a computer and other standard office equipment. Occasionally moves items up to 20 pounds. Ability to communicate and exchange accurate information with internal and external stakeholders is required. Must be able to work under centrally controlled fluorescent lighting. Reasonable accommodations may be made to perform essential functions.

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