Customer Service Representative Tucson, Arizona
Russett Southwest Corp., Tucson, AZ, United States
Position Purpose
The Customer Service Representative plays a critical role in the daily operations of Russet Southwest. This position ensures efficient scheduling, clear customer communication, and effective coordination with service technicians. Your work directly impacts technician productivity, reduced downtime, and overall customer satisfaction.
Key Responsibilities
Answer and manage inbound calls with professionalism, clarity, and empathy.
Proactively communicate with customers regarding appointments, changes, and technician updates.
Serve as a liaison between customers, technicians, and the parts department to ensure smooth operations.
Dispatch service technicians efficiently based on location, urgency, and skill set.
Accurately document, tag, and track all service calls in ServiceTitan or related software.
Verify parts availability prior to dispatching technicians.
Optimize schedules to reduce travel time and increase job completion rates.
Manage technician availability and on‑call rotation schedules.
Track key performance metrics such as response times, dispatch accuracy, and job completion rates.
Ensure timely ticket closure and accurate service documentation.
Conduct call reviews and customer follow‑ups to support technician success.
Generate KPI reports for management review.
Maintain a high level of organization and process accuracy.
Job Requirements
Previous experience in dispatching or customer service (plumbing, HVAC, or similar trades preferred).
Experience with ServiceTitan or comparable CRM/dispatch software.
Strong multitasking skills with the ability to manage multiple systems/screens.
Excellent verbal and written communication skills.
Proven problem‑solving abilities in a fast‑paced environment.
Detail‑oriented and process‑driven mindset.
Pay: $16–$20 / Hour (depending on experience)
Core Competencies
Multitasking & Time Management – Effectively juggle multiple priorities.
Customer Service & Communication – Professional, clear, and confident interactions.
Process‑Driven Thinking – Consistency, accuracy, and efficiency‑focused.
Technical Proficiency – Comfortable navigating dispatch and CRM software.
Collaboration & Problem‑Solving – Team‑focused approach to resolving challenges.
Equal Employment Opportunity Statement As set forth in Russett Southwest’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
For government reporting purposes, we ask candidates to respond to the below self‑identification survey.
Completion of the form is entirely voluntary.
Whatever your decision, it will not be considered in the hiring process or thereafter.
Any information that you do provide will be recorded and maintained in a confidential file.
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Key Responsibilities
Answer and manage inbound calls with professionalism, clarity, and empathy.
Proactively communicate with customers regarding appointments, changes, and technician updates.
Serve as a liaison between customers, technicians, and the parts department to ensure smooth operations.
Dispatch service technicians efficiently based on location, urgency, and skill set.
Accurately document, tag, and track all service calls in ServiceTitan or related software.
Verify parts availability prior to dispatching technicians.
Optimize schedules to reduce travel time and increase job completion rates.
Manage technician availability and on‑call rotation schedules.
Track key performance metrics such as response times, dispatch accuracy, and job completion rates.
Ensure timely ticket closure and accurate service documentation.
Conduct call reviews and customer follow‑ups to support technician success.
Generate KPI reports for management review.
Maintain a high level of organization and process accuracy.
Job Requirements
Previous experience in dispatching or customer service (plumbing, HVAC, or similar trades preferred).
Experience with ServiceTitan or comparable CRM/dispatch software.
Strong multitasking skills with the ability to manage multiple systems/screens.
Excellent verbal and written communication skills.
Proven problem‑solving abilities in a fast‑paced environment.
Detail‑oriented and process‑driven mindset.
Pay: $16–$20 / Hour (depending on experience)
Core Competencies
Multitasking & Time Management – Effectively juggle multiple priorities.
Customer Service & Communication – Professional, clear, and confident interactions.
Process‑Driven Thinking – Consistency, accuracy, and efficiency‑focused.
Technical Proficiency – Comfortable navigating dispatch and CRM software.
Collaboration & Problem‑Solving – Team‑focused approach to resolving challenges.
Equal Employment Opportunity Statement As set forth in Russett Southwest’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
For government reporting purposes, we ask candidates to respond to the below self‑identification survey.
Completion of the form is entirely voluntary.
Whatever your decision, it will not be considered in the hiring process or thereafter.
Any information that you do provide will be recorded and maintained in a confidential file.
#J-18808-Ljbffr