Dispatcher/Customer Service Representative

About GSM Services

GSM Services is a 4th-generation family-owned business, proudly serving the Greater Charlotte area for nearly 100 years. We'll celebrate our 100 years in business in 2027, a testament to our stability and commitment to excellence. Our focus is on commercial roofing and air conditioning services within a 50-mile radius of Charlotte, NC, and the majority of our projects are negotiated with repeat customers who trust us for quality and reliability.

Key Responsibilities

• Serve as the primary telephone contact for all Residential customers during the service process, including updating records, setting appointments, and following up on issues.
• Cook up workflow for job proposals, confirmation calls, and other paperwork.
• Answer incoming calls, schedule service and repair appointments, and set up annual maintenance or warranty service visits.
• Develop daily schedules for technicians and dispatch them to service calls.
• Track service calls to ensure customer expectations are met and satisfaction is achieved.
• Communicate any arrival time discrepancies to customers.
• Manage truck restocking and ensure necessary filters and parts are available.
• Create service tickets and purchase orders for required parts.
• Process payroll for service technicians, ensuring accuracy and completeness.
• Meet daily with the Residential Service Manager to strategize and improve processes.
• Record notes from division meetings and share relevant information with the team.
• Perform additional duties as assigned.

What We're Looking For

• Experience: At least 1 year of customer service and dispatching experience.
• Skills:
  • Proficiency with scheduling, spreadsheet, database, and word processing software.
  • Excellent verbal and written communication skills.
  • Strong multitasking and organizational abilities.
  • Accurate data entry skills.
• Education: High School Diploma or GED.
• Personal Traits:
  • Customer Focus
  • Self-Management
  • Planning and Organization
  • Empathetic Outlook
  • Resiliency
  • Teamwork
  • Diplomacy & Tact
  • Integrity

Benefits & Perks

• Paid Time Off (PTO) to recharge and enjoy life outside of work
• Paid Holidays throughout the year
• Health Insurance with quality coverage options
• Dental and Vision Insurance
• 401(k) Retirement Plan with company support
• Profit Sharing Program—your contribution helps us grow, and you share in the success
• Life Insurance paid by the company
• Short-Term Disability Coverage
• Company Vehicle (role-dependent)
• Branded Uniforms provided at no cost
• Company-Paid Training & Professional Development
• Tuition Reimbursement to support continued education
• Apprenticeship Opportunities for skill-building and career progression
• Recruitment Incentive Bonus Program
• Gym Membership Program
• Health & Wellness Program
• A Supportive, People-First Workplace Culture

4 - Residential Service

Gastonia, NC