Customer Service Representative and Dispatcher

About the role

This in-person Customer Service Representative / Dispatcher role combines customer service and dispatching responsibilities, serving as the central communication and coordination hub between customers, service technicians, and the office. Reporting to the Call Center Manager, the position focuses on delivering an exceptional customer experience while managing the daily service schedule to maximize efficiency, technician productivity, and customer satisfaction.

Responsibilities

• Serve as the primary point of contact for customers via phone, email, and text, scheduling service calls and providing timely updates.
• Coordinate and optimize daily field schedules for service technicians using ServiceTitan and other tools to maximize efficiency, technician productivity, and customer satisfaction.
• Manage technician attendance, forecast workloads, and maintain daily job schedules with real-time adjustments as priorities change.
• Answer inbound customer calls with empathy and professionalism, gathering accurate information to assign the right technician for each job.
• Monitor technician progress throughout the day, proactively addressing delays, emergency calls, cancellations, and schedule changes.
• Communicate schedule updates and arrival expectations to customers, ensuring high customer confidence and satisfaction.
• Work closely with technicians to ensure job information, customer history, materials, and special instructions are complete before arrival.
• Coordinate with warehouse, purchasing, and management to resolve scheduling conflicts and support efficient job execution.
• Perform post-service debriefs with technicians to confirm work is documented correctly, required forms are completed, and follow-up actions are identified.
• Identify opportunities to improve schedule efficiency, reduce windshield time, and maximize daily revenue.
• Monitor open estimates, pending work, recalls, and callback appointments to ensure timely customer follow-up.
• Maintain accurate customer records, job notes, and communications within ServiceTitan.
• Support outbound customer communication for unscheduled estimates, maintenance opportunities, and customer follow-up as needed.
• Collaborate with the Service Manager and Call Center Manager to meet departmental KPIs related to response time, booking rate, technician utilization, customer satisfaction, and revenue.
• Deliver an exceptional customer experience by resolving issues professionally and taking ownership until the customer's needs are met.
• Provide general administrative support and perform other duties as assigned.

Requirements

• High school diploma or equivalent (college degree or technical school certification a plus).
• A minimum of 2 years of experience in dispatching, scheduling, or customer service (construction/mechanical company experience preferred).
• Proficiency with ServiceTitan or similar service management software, MS Office Suite (especially Excel and Outlook), Google Workspace, and Dropbox.
• Strong verbal and written communication skills with excellent telephone etiquette.
• Exceptional organizational and multitasking abilities.
• Ability to work under pressure, solve problems quickly, and know when to escalate issues.
• Dependable, reliable, and punctual with a positive, team-oriented attitude.

Wage and Benefits Package

• Hourly Rate: $24–$33 (based on experience)
• Paid Sick and Vacation Time: Up to 4 weeks based on length of service
• Paid Holidays: 7 annually
• Yearly Bonus Program
• Health and Dental Insurance: 50% company-paid
• Term Life Insurance: 100% company-paid
• Company-Matched Retirement Plan: 3% of earnings
• Vision Insurance, Short-Term Disability, Long-Term Disability, and Accident Insurance: Available
• Paid Training and Professional Development

About Lavallee Systems

Lavallee Systems is a family-owned and operated plumbing, heating, air conditioning, and water filtration company with over 30 years of trusted service in Central and Eastern Massachusetts. Known for craftsmanship, commitment to homeowners, and genuine investment in employees’ long-term success, the company helps homeowners make informed decisions and stands behind every job with pride.