CSR/Dispatcher

Client Care / Dispatch / Office Administrator Job Description & Responsibilities

At 409 Group, we are committed to delivering exceptional customer service that reflects our core values. As a representative of the company, your responsibility begins with the very first interaction, ensuring that every customer experience exceeds expectations in professionalism, energy, attitude, and service quality.

In this role, you will coordinate service appointments, support technicians and project managers, maintain operational efficiency, and serve as the central communication point between customers and the company. Your ability to instill confidence, manage customer concerns, and support overall operational performance will directly impact our culture, customer satisfaction, and profitability.

Primary Responsibilities:

• Answer inbound customer calls, provide appointment options, and adhere to requested lead times.
• Conduct outbound calls to secure service appointments, renew club memberships, and request customer reviews.
• Follow company-established call scripts to ensure consistency and quality.
• Accurately maintain customer records in the database.
• Promote and schedule club memberships and preventative maintenance appointments.
• Coordinate and schedule technician appointments, ensuring complete and accurate information is relayed.
• Debrief technicians post-appointment to confirm job status and payment.
• Assist with general administrative duties to enhance operational efficiency.
• Support team members in achieving departmental and company goals.
• Resolve customer concerns with professionalism and clear communication.
• Escalate service-related issues promptly to management to maintain high satisfaction.
• Maintain a courteous and professional demeanor with both customers and team members.
• Uphold the company’s professional image, including adherence to uniform and appearance standards.
• Abide by all company policies, safety protocols, and ethical standards.
• Classify and route incoming calls to the appropriate campaign or department.
• Coordinate with technicians for warranty part needs and scheduling.
• Prioritize service calls based on customer and operational needs, escalating as necessary.
• Maintain communication with technicians via phone, text, email, or internal platforms.
• Contact customers regarding schedule changes or delays in service.
• Possess knowledge of all services offered by the company and communicate them effectively.
• Follow up with customers post-service to ensure satisfaction, request reviews, and promote other services or specials.
• Support Accounts Receivable duties by processing and recording payments, posting transactions, and assisting with invoice management.

Preferred Qualifications:

• Bilingual (English/Spanish) preferred

• Pay Range: $15–$18 per hour, (DOE)

Performance Metrics & Reporting:

• Customer Satisfaction & Feedback form
• Call Booking Rate
• Opportunity Calls Conversion
• Customer Reviews
• Service Contract Sales

Conditions of Employment

This employment offer is contingent upon successful completion of the following:

• Background and Reference Check
• Review and acceptance of the 409 Principles and cultural expectations outlined below

409 Principles & Our Culture – “The 409 Group Way”

At 409 Group, we hold ourselves to a high standard of accountability, professionalism, and continuous improvement. We believe in fostering a workplace where individuals take ownership of their actions, contribute positively to the team, and continuously seek ways to grow both personally and professionally.

If you are aligned with the principles below, you will thrive in our organization:

Core Beliefs:

• Accountability: See it. Own it. Solve it. Do it.
• Be solution-oriented.
• Treat others with respect and empathy.
• Take initiative—act now.
• Continuously ask: What else can I do? and How can I improve?
• Embrace coaching and feedback.
• Avoid phrases like “that’s not my job” or “I don’t know.”
• Be committed to learning and professional development.
• Take pride and ownership in your work.
• Communicate with intention—your words matter.
• Avoid gossip and negativity.
• Reject mediocrity—demonstrate care through actions and words.

We believe coaching enhances performance, training provides knowledge, and our culture defines how we treat one another. We are deeply committed to building a team that is aligned, engaged, and driven by shared values.

While we appreciate our customers and clients, we firmly believe that our employees come first. They are the source of all value creation. An empowered and respected team is the foundation of exceptional customer service.

If these principles align with your values and aspirations, we are excited to welcome you to the team.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Work Location: In person

Salary : $15 - $18