Customer Service Representative

Customer Service Representative / Dispatcher

Alphatec Commercial Doors is seeking a dependable, organized, and customer-focused Customer Service Representative / Dispatcher to join our office team. This position plays a key role in daily operations by coordinating communication between customers, technicians, and the office while helping ensure service calls move smoothly from initial request through billing and completion.

The ideal candidate is comfortable working in a fast-paced service environment, handling multiple priorities at once, and providing professional communication to both customers and field technicians.

Key Responsibilities

• Answer incoming phone calls and assist customers with service requests, scheduling questions, billing inquiries, and general customer service.
• Create new jobs/work orders accurately and ensure all customer, site, PO, and service information is properly documented.
• Dispatch technicians and coordinate daily service schedules based on location, urgency, technician availability, and job requirements.
• Maintain regular communication with technicians regarding job status, scheduling changes, customer information, parts, and additional work needed.
• Provide customers with job progress updates throughout the service process.
• Monitor and respond to company emails in a timely and professional manner.
• Prepare and send quotes/estimates based on technician recommendations and provided job information.
• Follow up with customers regarding outstanding quotes and approvals.
• Process completed work orders and prepare jobs for billing/invoicing.
• Accept and process customer payments and accurately document payment information.
• Assist with accounts receivable and collections, including contacting customers regarding past-due invoices and documenting collection activity.
• Maintain accurate notes and documentation on customer accounts and jobs.
• Communicate professionally with customers regarding scheduling, technician arrival, job status, recommended repairs, estimates, invoices, and payments.
• Coordinate return trips and additional service when repairs, parts, or customer approvals are required.
• Work closely with technicians and management to resolve scheduling or customer-service issues.
• Perform other administrative and customer-service duties as needed.

Qualifications

We are looking for someone who is organized, dependable, professional, and able to take ownership of their work. Candidates should have strong phone and written communication skills, good attention to detail, and the ability to stay organized while managing multiple jobs and customer requests simultaneously.

Experience in customer service, dispatching, service-based businesses, billing, collections, QuickBooks, or ServiceTitan is preferred. Experience in the commercial door, construction, HVAC, plumbing, electrical, or other field-service industries is a plus.

This position requires someone who is comfortable communicating with both customers and technicians and who understands the importance of following a job from the initial service request through scheduling, progress updates, quoting, billing, and payment collection.

Pay: From $24.70 per hour

Expected hours: 20.0 – 25.0 per week

Work Location: In person