CSR / Dispatcher

About This Role

Position Summary: As a CSR / Dispatcher in the electrical industry, your mission is to efficiently manage customer interactions and technician assignments, ensuring smooth operations and high customer satisfaction. Your role directly impacts the company's ability to deliver timely and quality electrical services, contributing to customer retention and business growth. Essential Duties and Responsibilities * Answer incoming customer calls promptly to provide information and schedule service estimates. * Convert inquiries into scheduled appointments, maximizing booking rates. * Dispatch technicians efficiently using ServiceTitan to optimize routes and minimize travel time. * Assign work orders based on technician availability and expertise, ensuring timely service delivery. * Update schedules and coordinate tasks to accommodate last-minute changes and emergencies. * Maintain accurate records in ServiceTitan, ensuring data integrity and accessibility. * Communicate effectively with technicians and customers to update on service status. * Monitor and adjust daily schedules to improve operational efficiency. * Collaborate with the operations team to resolve scheduling conflicts and improve processes. Key Tasks / Daily Activities * Review and prioritize daily calls and appointments, ensuring a balanced workload. * Monitor technician locations and job progress throughout the day. * Conduct daily follow-ups with customers to confirm appointments and gather feedback. * Update ServiceTitan with accurate job details, notes, and customer interactions. * Participate in daily operations meetings to align on priorities and address challenges. * Prepare and distribute daily performance reports to the operations manager. * Assist in training new team members on dispatching protocols and CRM usage. Key Performance Indicators (KPIs) * Call conversion rate: Target ≥ 70% of inbound calls converted to scheduled estimates. * Technician utilization rate: Aim for ≥ 85% of available hours billed. * Customer satisfaction score (CSAT): Maintain a score of ≥ 4.7/5.0. * Schedule adherence: Ensure ≥ 90% of appointments start on time. * Callback rate: Keep callbacks ≤ 5% of total jobs. * 30/60/90-day ramp expectations: Achieve 60% of KPIs by 30 days, 80% by 60 days, and full target by 90 days. Work Environment and Schedule * Typical hours are Monday through Friday, 8:00 AM to 5:00 PM. * Occasional need for extended hours during peak seasons or emergencies. * Primarily office-based with minimal on-call requirements. * Collaborative team setting with access to modern office amenities. Compensation and Benefits * Competitive hourly wage with performance bonuses tied to KPIs. * Bonuses contingent on maintaining quality metrics such as CSAT and low callback rates. * Benefits include health insurance, retirement plans, and paid time off. * Opportunities for professional development and career advancement. Company Culture and Overview At Volt Vikings, we’re more than an electrical company—we’re a crew of modern-day protectors on a mission to safeguard homes and empower the people in them. We move with velocity, respond with ownership, and deliver legendary service that customers can feel from the first hello to the final handshake. Our Viking spirit shows up in the way we tackle challenges head-on, stay transparent even when it’s tough, and treat every home as if it were our own. Whether we’re answering a call, dispatching a technician, or sharing energy-saving tips, we keep things fast, clear, and human. Our culture is heroic but humble—we celebrate wins together, learn from setbacks, and push for 1% better every day. You’ll find us blending smart tech with old-fashioned integrity, and adding a dash of Viking fun to everything we do. That means customers don’t just remember us for fixing their power—they remember how we made them feel. If you thrive in a place where efficiency meets empathy, where innovation meets tradition, and where your work genuinely makes homes safer and lives easier, you’ll feel right at home in our

Requirements

About Volt Vikings

Volt Vikings offers a range of residential electrical services, including panel upgrades and repairs, EV charger installation, lighting installation, generator services, remodeling and new construction, and additional specialized services for commercial customers.