Dispatch & Customer Service Representative

DEPARTMENT

Southport Plumbing, Heating, & Cooling

LOCATION

Madison, WI

WORK TYPE

On-Site

REPORTS TO

Branch Manager

About the Role

At our satellite branches, the Dispatch/CSR wears two hats that work hand-in-hand: you're the warm, knowledgeable voice homeowners hear when they call Southport, and you're also the air-traffic controller keeping our technicians moving efficiently through the day. In a branch this size, those two jobs are really one job — the person who books the call is also the person who makes sure it lands on the right truck at the right time.

This is a relationship-first, detail-first role. You'll turn inbound calls and online leads into booked appointments, then make sure those appointments translate into a smooth, well-routed day for your technicians — watching the board, managing real-time changes, and keeping everyone (customers and crews alike) in the loop when plans shift.

What You'll Do

• Be the warm, knowledgeable voice customers hear when they call Southport — answering the main line and online chat with genuine care and urgency
• Convert inbound calls and online leads into booked appointments, gathering detailed, accurate information to set technicians up for first-call resolution
• Responsibility for the daily call board — building, adjusting, and optimizing technician schedules in real time based on location, skillset, and job urgency
• Monitor technician progress throughout the day and proactively manage delays, reschedules, and emergency “can't-wait” calls
• Keep the board full by proactively filling schedule gaps and booking future maintenance visits
• Communicate clearly and frequently with technicians in the field and customers at home, so no one is left wondering what's next
• Call Southport Shield Members to schedule routine maintenance and keep their homes running smoothly year-round
• Follow up after completed service calls to confirm the customer is happy and the job is done right
• Resolve customer concerns from start to resolution — no passing the buck
• Look for ways to add value during quiet moments between calls, including supporting branch administrative needs
• Take on other responsibilities as needed to support the team and our customers

What Makes You a Fit

• A genuine people-person who enjoys helping others and stays calm and friendly even when a customer is frustrated
• Comfortable juggling multiple priorities at once — a ringing phone, a delayed technician, and a customer update can all hit at the same time
• High school diploma or equivalent
• 1–2 years of customer service, dispatch, or scheduling experience preferred
• Administrative or clerical experience preferred
• ServiceTitan experience a plus, but not required — we'll train you
• Basic knowledge of HVAC and plumbing helpful, but not required — we'll teach you the rest
• Strong sense of geography and logistics, with the judgment to make smart real-time scheduling calls
• Self-motivated, detail-oriented, and organized, with strong written and verbal communication
• Excited to learn, grow, and build a long-term career with a company that's investing in its future
• A team player who thrives in a fast-paced, ever-changing environment

Why Southport

Southport Plumbing, Heating, & Cooling is building toward becoming Wisconsin's most trusted name in residential service and replacement. At a satellite branch, your role carries extra weight — you're both the first voice our customers hear and the steady hand keeping the day on track for our technicians. It's a role built for someone who likes variety, responsibility, and being trusted to keep a lot of moving pieces running smoothly.

Southport Mechanical | Southport Plumbing, Heating & Cooling