Customer Service / Dispatch - Plumbing

Csr / Dispatcher (Plumbing)

We are seeking an organized and highly skilled Customer Service Representative / Dispatcher to be the central coordinator for our plumbing operations. This role requires a professional demeanor, exceptional communication skills, and proven expertise in industry-specific software.

Key Responsibilities

I. Customer Service & Booking

• Answer high-volume inbound customer calls, providing a professional and empathetic first point of contact.
• Convert service inquiries into accurately booked jobs using established procedures and plumbing knowledge.
• Communicate appointment windows, manage customer expectations, and conduct follow-up calls for quality control and scheduling maintenance.
• Maintain accurate customer records and job details in the Field Service Management (FSM) software.

II. Dispatch & Logistics

• Manage the daily work schedule for all field technicians to ensure maximum productivity and efficiency.
• Prioritize urgent and emergency service calls and dispatch technicians based on location, skill set, and urgency.
• Serve as the constant point of communication for field staff, managing check-ins/check-outs and resolving logistical issues.
• Manage the on-call schedule and support process for after-hours service.
• Review and process completed work orders for accuracy before final invoicing.

Qualifications & Requirements

• REQUIRED SOFTWARE PROFICIENCY: Minimum 1 year of hands-on experience using ServiceTitan and/or Housecall Pro for scheduling and dispatching.
• Experience: 2+ years in a high-volume CSR, dispatch, or call center role; experience in the plumbing or home services industry is highly preferred.
• Skills: Excellent problem-solving, organizational, and multitasking abilities. Must maintain composure in high-pressure situations.
• Communication: Exceptional verbal and written communication skills and a professional telephone presence.
• Technical: Proficient with Microsoft Office Suite and familiar with GPS/routing systems.

Compensation / Pay Rate (Up to): $18.00 - $20.00 Per Hour