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Electric Work Force

Customer Service Representative and Dispatcher

Location: Berkeley, IL (remote or hybrid considered for qualified U.S.-based candidates)

Be the First Voice Customers Trust

Electric Work Force is a customer-focused electrical company serving Chicago and the surrounding suburbs. We are known for prompt service, clear communication, upfront pricing, and professional electrical solutions. Our office team plays a major role in creating a great customer experience from the very first phone call.

We are hiring a U.S.-based Customer Service Representative and Dispatcher to support daily office operations, customer calls, scheduling, and technician dispatching. This person will be the first point of contact for many customers, so strong communication, professionalism, and follow-through are essential. This is a part-time position with the potential to grow into full-time as the company continues to expand.

Key responsibilities:

Answer incoming customer calls in a friendly, professional manner
Gather customer information and book service calls accurately
Schedule and dispatch technicians to service appointments
Communicate with customers regarding arrival windows, delays, and scheduling updates
Help organize paperwork, filing, and office documentation
Assist with office coordination and basic purchasing support as needed
Debrief technicians after calls and help confirm job details
Track appointments, completed calls, and customer follow-ups
Maintain a positive, calm, and helpful tone with customers and team members
Follow company processes and help improve office efficiency

Qualifications:

Customer service, call center, dispatching, or office admin experience preferred
Strong verbal and written communication skills
Strong verbal and written English communication skills required
Comfortable answering phones and speaking with customers
Organized, dependable, punctual, and detail-oriented
Able to follow directions and company processes
Comfortable using email, scheduling tools, and basic computer systems
Microsoft Office or Google Workspace experience preferred
Ability to work independently and as part of a team
Humble, willing to learn, and able to stay calm under pressure

Pay and benefits:

W-2 Employment
Pay: $17.00 - $18.00 per hour to start, based on experience
Performance/incentive review after training period
Part-time schedule to start
Strong possibility to grow into a full-time position as the company grows
Training provided
Long-term growth opportunity with a growing service company

Why Electric Work Force:

Electric Work Force is looking for someone who wants to be part of the company's growth, not just answer phones. This role is important because the Customer Service Representative and Dispatcher help customers feel heard, help technicians stay organized, and keep the day moving smoothly. We value people who are humble, reliable, coachable, and committed to doing things the right way. If you enjoy helping customers and keeping operations organized, this is a great opportunity to grow with a local Chicagoland company.

Electric Work Force encourages applications from qualified candidates of all backgrounds and experiences.

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Customer Service Representative and Dispatcher — Job Description (Internal Use)

\n\n

Role summary

The Customer Service Representative and Dispatcher is responsible for receiving and responding to customer inquiries and service requests across phone, email, chat, and in-person channels, and for dispatching field technicians according to operational priorities. The role emphasizes accurate information delivery, timely transaction processing, routine troubleshooting, and escalation of complex issues to specialized teams or supervisors.

This position serves as the primary operational interface between external customers and internal teams (field operations, billing, scheduling, and technical support). The incumbent is accountable for documenting interactions and outcomes in company systems, adhering to policy, and contributing to service-level objectives that preserve customer satisfaction and operational efficiency.

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Objectives and Key Results (OKRs)

Objective: Maintain timely, accurate customer communication. Key Results: average response time to inbound inquiries ≤ target (e.g., 60 seconds for calls, 2 hours for emails), 90% of contacts logged within required system time window.
Objective: Ensure effective dispatching and schedule adherence. Key Results: technician arrival within scheduled window ≥ 85%, percentage of correctly prioritized dispatches ≥ 95% as audited monthly.
Objective: Resolve routine customer issues at first contact. Key Results: first-contact resolution rate ≥ defined target (e.g., 70–80%), reduction in repeat contacts for same issue by X% quarter-over-quarter.
Objective: Protect revenue and follow financial controls. Key Results: refunds/credits processed in compliance with policy 100% of the time; billing disputes escalated and resolved within SLA.
Objective: Contribute to continuous improvement. Key Results: submit documented process-improvement suggestions and participate in root-cause reviews; implement at least one approved operational change per review cycle.

\n\n

Key Performance Indicators (KPIs)

Average handle time (AHT) per contact and adherence to time targets consistent with quality standards.
First-contact resolution (FCR) percentage.
Average response time by channel (phone, email, chat) and percentage meeting SLA.
Customer satisfaction score (CSAT) or post-interaction survey average.
Dispatch accuracy rate (correct technician, correct priority, correct address) and on-time technician arrival percentage.
Ticket/documentation quality score (completeness and accuracy of system records).
Escalation rate for routine issues and time-to-resolution for escalated items.
Compliance with billing/refund/authorization controls (error rate, audit findings).

\n\n

Problems solved for external and internal customers

External customers: provides clear answers to product/service questions, schedules and coordinates field service, resolves billing and order issues, processes routine refunds/returns, and restores customer confidence after service failures.
Internal customers (operations, dispatch, billing, technical teams): supplies accurate customer and job information, triages and routes incoming work appropriately, reduces unnecessary callbacks by capturing complete case details, and escalates genuine technical or safety issues promptly so subject-matter experts can act.
Organizational: reduces operational friction by ensuring data integrity in scheduling and CRM systems, preventing double-bookings and minimizing emergency dispatches through correct prioritization.

\n\n

Key skills, abilities and knowledge required

Customer communication: clear verbal and written communication, active listening, empathy, and professionalism under pressure.
Problem-solving and decision-making: ability to triage issues, apply policy-based solutions, and recognize situations requiring escalation.
Operational dispatching skills: familiarity with scheduling principles, route/priority management, and basic understanding of field service workflows.
Technical literacy: competent use of CRM/ticketing systems, dispatch software, telephony, and standard office applications; ability to document interactions accurately and consistently.
Product and policy knowledge: working knowledge of company services, pricing structures, billing and refund policies, and safety or regulatory constraints relevant to dispatch decisions.
Time and workload management: ability to handle multiple simultaneous contacts, prioritize tasks, and meet SLA targets while maintaining quality.
Compliance and data handling: understanding of data privacy principles and adherence to company controls for authorizations and financial transactions.
Interpersonal collaboration: ability to coordinate with field technicians, supervisors, billing, and technical specialists; clear handoffs and follow-ups.
Continuous improvement mindset: receptiveness to feedback, willingness to adopt process changes, and ability to contribute constructive observations from customer interactions.

\n\n

Performance expectations and development

Success in this role is measured by achieving the stated OKRs and KPIs while maintaining compliance and high-quality documentation. Development areas typically include deeper product and technical knowledge, advanced conflict resolution, efficient use of dispatch and CRM tools, and data-driven decision-making. Regular performance reviews will assess metric attainment, quality audits, and progression on individual development plans aligned to operational needs.

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Customer Service Representative and Dispatcher

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