Client Services Dispatcher

Job Overview

Are you passionate about exceptional customer service? M and M is seeking a Client Services Dispatcher to be the friendly, professional voice for our customers. In this role, you'll manage inbound and outbound calls, schedule and dispatch service appointments, and ensure every client feels heard, respected, and confident in choosing MandM. 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 HVAC and 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 ServiceTitan 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 MandM's services, memberships, and offerings to better serve customers

What we're looking for

• 2-4 years of call center, dispatch, or customer service experience (service-based industry preferred)
• Previous HVAC, plumbing, or home services experience is a strong plus
• 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

Benefits

• Great pay, great team
• Medical/Dental/Vision
• Health Savings Account
• 401k with 50% company match
• Paid holidays and sick days
• Work for a company that values the employees

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