Customer Representative / Dispatcher

Job Overview:
We are seeking a dedicated and friendly Customer Service Representative (CSR)/ Dispatcher to join our growing team at Virginia Power Solutions, a leading provider of home standby generators. The ideal candidate will be responsible for providing exceptional customer service, answering inquiries, assisting with orders, scheduling services, and ensuring our customers' needs are met promptly and effectively. You will be the primary point of contact for homeowners interested in scheduling immediate or regular on-going maintenance.

Job Responsibilities and Duties

Customer Communication and Scheduling

• Answer all incoming calls and assist the customer.
• Confirm upcoming service appointments with customers if not already confirmed.
• Notify customers if technicians are delayed, or if appointment times/dates must be

rescheduled.

• Book Monthly maintenance schedule. Stay 30 days ahead.
• Dispatch technicians on emergency service calls.
• Manage schedule changes.
• Pull folders and verify payment amounts - stay 2 days ahead.

Customer Correspondence and Mailings

• Prepare and send annual service reminder letters.
• Mail current resident letters to new homeowners when a property has changed ownership.
• Prepare and process outgoing mail through the Pitney Bowes machine.

Payment Processing and Documentation

• Take customer payments over the phone accurately and securely.
• File customer folders once service has been completed, ensuring records are up to date.
• Additional tasks as needed

Qualifications

• Previous experience in customer service, office administration, or a related field

preferred.

• Strong communication skills with a professional phone manner.
• Ability to multitask, prioritize, and stay organized in a fast-paced environment.
• Comfortable using scheduling and CRM systems (experience with Service Titan is a plus.
• Detail-oriented with reliable follow-through.
• Basic computer skills (Microsoft Office, email, data entry).
• Knowledge of home - standby generators a plus but not required; will train

Success in this Role

• Friendly, professional, and customer-focused attitude.
• Dependability and accountability in handling sensitive customer information.
• Ability to remain calm and helpful in urgent or schedule-change situations.
• Team-oriented, supporting service and sales staff as needed.

Expectations

• All incoming calls are answered promptly and routed correctly.
• Service appointments are confirmed and updated with minimal rescheduling issues.
• Payments and customer records are accurate, secure, and up to date.
• Customer mailings and communications are completed on time.
• Customer folders are filed and maintained in an organized system.

Working Conditions: Office