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Job description
Customer Service Rep II – Service Dispatch SpecialistWork Location: 100% Remote Pay Rate: $19.50–$20.00/hour, paid weeklyScheduleWest Coast Coverage: 7:30 AM–4:00 PM East Coast Coverage: 10:30 AM–7:00 PMAssignment StructureStart Date: Immediately.This position will provide FMLA coverage and has a unique long-term schedule structure:Full-time through the end of 2026.Beginning in 2027, the schedule will transition to approximately two weeks per month for eight months while supporting intermittent leave coverage.Candidates must be able to commit to both the full-time schedule in 2026 and the intermittent schedule in 2027.OverviewThe Customer Service Rep II / Service Dispatch Specialist coordinates scheduling, logistics, and dispatch activities for field service technicians when customer service tickets are generated.This position works in a fast-paced customer care environment and is responsible for scheduling technicians, maintaining accurate service records, coordinating dispatch logistics, and communicating with internal teams, field personnel, and customers.ResponsibilitiesReceive incoming service requests and schedule field service technicians.Coordinate dispatch logistics to support timely customer service resolution.Route work orders based on technician availability and service requirements.Update and maintain the customer care database and service ticket logs.Track service orders and maintain accurate status information.Communicate with customers regarding service requests and scheduling.Coordinate with field leadership and cross-functional internal teams.Manage service ticket workflows using computer systems and software applications.Maintain accurate customer and service information within company databases.Provide professional and responsive customer service throughout the service process.QualificationsHigh School Diploma or GED required.Associate or Bachelor's degree in Business, Communications, or a related field preferred.Previous customer service experience required.Call center experience required.Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel, required.Previous field service dispatching experience preferred.Experience with Salesforce CRM preferred.Strong communication and organizational skills.Ability to manage multiple service requests and priorities in a fast-paced environment.Ability to maintain accurate records and database information.Must be able to commit to the full-time 2026 assignment and the approximately two-weeks-per-month schedule during the eight-month intermittent leave period in 2027.BenefitsHealth insurance.Health Savings Account.Dental insurance.Vision insurance.Flexible Spending Accounts.Life insurance.Retirement plan.All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Worksite address
hopkinton, MA, 01748, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.