Customer Service Representative/Dispatcher

Description

Halls Garage Doors, a division of OGD Overhead Garage Door, in Southwest Virginia with offices in Christiansburg, Virginia, is passionate about delivering exceptional garage door solutions by offering a wide range of residential and commercial overhead garage door products and services. We are dedicated to quality, safety, and customer satisfaction in every project we undertake. 

Position Overview:

The CSR/Dispatcher is the first point of contact for customers and the operational hub connecting incoming service requests to our technicians in the field. This role blends customer service — answering calls, booking appointments, and resolving customer concerns — with dispatch responsibilities — building efficient technician schedules, managing real-time route changes, and keeping jobs moving smoothly from call to completion.

Responsibilities:

Customer Service

• Answer inbound calls, emails, and web leads promptly and professionally
• Schedule service calls, installations, and estimates based on customer needs and technician availability
• Provide accurate information on services, pricing, and appointment windows
• Follow up with customers on job status, delays, and satisfaction after service
• Handle complaints and escalations with empathy, aiming for first-call resolution
• Process payments, invoices, and basic account updates as needed

Dispatch

• Build and adjust daily technician schedules/routes for efficiency and minimal drive time
• Monitor technician progress throughout the day and communicate job status changes
• Reassign or reschedule jobs in response to delays, cancellations, or emergencies
• Coordinate with technicians on job details, parts needs, and access instructions
• Track job completion and ensure accurate close-out in the scheduling/CRM system (e.g., ServiceTitan)
• Communicate proactively with customers about ETA changes

General

• Maintain accurate customer and job records in the CRM
• Support marketing/lead-source tracking by logging how customers found us
• Collaborate with sales, technicians, and management to ensure smooth daily operations
• Identify opportunities to improve scheduling efficiency and customer experience
• Other duties as assigned

Requirements:

• 1+ years of experience in customer service, dispatch, scheduling, or a related field (home services industry a plus)
• Strong verbal and written communication skills
• Ability to multitask and stay organized in a fast-paced, phone-heavy environment
• Comfortable using CRM/scheduling software (ServiceTitan experience a plus)
• Problem-solving mindset and calm under pressure
• Reliable, punctual, and team-oriented
• Familiarity with local service area/geography preferred