Customer Experience Coordinator (CSR/Dispatcher)

Location: Southaven, Ms
Company: Stewart Plumbing Home Services

Are you an organized, detail-oriented problem solver with a passion for delivering outstanding customer service? At Stewart Plumbing Home Services we are good people helping good people—and we’re looking for a Customer Experience Coordinator to join our team! This role combines the responsibilities of a Customer Service Representative (CSR) and a Dispatcher, ensuring smooth coordination between customers, technicians, and internal teams.

Key Responsibilities:

Customer Service & Call Handling:

• Answer inbound calls and provide professional, friendly, and helpful assistance.
• Learn and follow call scripts while maintaining authenticity and a positive tone.
• Make outbound calls to schedule service appointments, follow up with customers, and confirm bookings.
• Handle customer concerns and complaints with patience and problem-solving skills.
• Stay up-to-date on the company’s service offerings to provide accurate information and recommendations.

Scheduling & Dispatching:

• Efficiently schedule and dispatch service calls, ensuring the right technician is matched to each job based on priority matrix, skill set, and availability.
• Monitor and adjust technician schedules throughout the day to accommodate urgent calls or rescheduling needs.
• Maintain communication between technicians, customers, and management to provide real-time updates on job statuses.
• Utilize Service Titan and other software tools for scheduling, record-keeping, and reporting.

Collaboration & Coordination:

• Work closely with the operations team to ensure seamless workflow and service delivery.
• Assist in tracking job opportunities, performance KPIs, and customer satisfaction metrics.
• Support training and coaching efforts to improve call handling and dispatching efficiency.
• Follow all company procedures and safety regulations to ensure compliance.

What We’re Looking For:

• A team player who enjoys collaborating with others to achieve shared goals.
• A problem-solver who can think quickly and make decisions in a fast-paced environment.
• A strong communicator with excellent verbal and written skills.
• Someone who is comfortable with technology and eager to learn new software tools.
• A detail-oriented professional who stays organized and proactive.

Qualifications:

• High school diploma or equivalent required.
• Experience in customer service, dispatching, or a related role preferred (home services industry experience is a plus!).
• Strong computer skills, including experience with scheduling software, CRM systems, and office applications.
• Ability to multitask and stay calm under pressure.

Benefits:

• Competitive base pay with opportunities for growth.
• Performance bonuses.
• Medical, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off and holidays (including your birthday!).
• A supportive and team-oriented work environment where you’ll feel valued and appreciated.

If you’re ready to be part of a dynamic team that values, exceptional service, employee growth, and bringing amazing energy then apply today to join Stewart Plumbing Home Services!