Customer Service Rep II

Qualifications & Requirements: Education: High school diploma or GED required; additional education in Business, Communications, or a related field is a plus (relevant customer/call center/dispatch experience may be considered in lieu of additional education). This role is integral for maintaining accurate company database information while communicating effectively and professionally with cross-functional teams, leaders, and customers to ensure world-class customer service delivery.

Job Title: Customer Service Rep II (Service Dispatch Specialist)
Location: Hopkinton, MA 01748 (Remote work arrangement)
Duration 7 months
Pay Rate: $19.02/hour - $20.00/hour
Work Schedule: Full-time through the end of the current year for FMLA coverage, transitioning next year to approximately two weeks per month for roughly eight months to support intermittent leave.
Shift timings available:

• West Coast: 7:30 AM – 4:00 PM
• East Coast: 10:30 AM – 7:00 PM
  (Contract end date: June 4, 2027; continuity of the same temporary resource is preferred).

Position Overview

The Service Dispatch Specialist is responsible for scheduling, logistics, and dispatching technicians when new service calls are opened. This role is integral for maintaining accurate company database information while communicating effectively and professionally with cross-functional teams, leaders, and customers to ensure world-class customer service delivery.

Job Specifications

• Key Responsibilities & Duties:
  • Handle scheduling, logistics, and dispatching for field service technicians upon opening new service calls.
  • Maintain and update the company database with the most accurate, current information.
  • Communicate professionally and effectively with customers, cross-functional teams, and leadership.
  • Provide continuous support, managing full-time coverage initially and transitioning to an intermittent schedule (approx. 2 weeks per month for 8 months) next year.
• Qualifications & Requirements:
  • Education: High school diploma or GED required; additional education in Business, Communications, or a related field is a plus (relevant customer/call center/dispatch experience may be considered in lieu of additional education).
  • Experience: Strong customer service background with prior experience working in a call center environment. Prior dispatching experience is preferred.
  • Technical Skills: Proficiency with Microsoft Office applications (Outlook, Word, and Excel); Salesforce experience is preferred but not required.

Benefits:
§ Health 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.