Dispatch / CSR - Customer Control & Schedule Execution Specialist
Ninja Heating and Air · Lehi, UT · 1 mo ago
DistributionFull-time
About the role
Ninja Plumbing, Heating & Air is looking for a high-level Dispatch / CSR Specialist to help control their schedule, support their technicians, and deliver an excellent customer experience. This is not a basic receptionist position.
Primary Responsibilities
- Customer Service Responsibilities
- Answer inbound calls professionally
- Book service appointments
- Manage customer follow-ups
- Respond to new leads quickly
- Work outbound call lists
- Convert opportunities into booked work
- Maintain accurate customer notes in ServiceTitan
- Dispatch Responsibilities
- Monitor and manage the dispatch board
- Fill schedule gaps proactively
- Support technicians throughout the day
- Handle reschedules and schedule adjustments
- Prioritize emergency and high-priority calls
- Maintain control of the 3-day board
- Communicate with customers and technicians clearly
- Stays calm under pressure
- Learns systems quickly
- Thinks proactively instead of reactively
- Can multitask without losing control
- Understands urgency and priority
- Has strong communication skills
- Enjoys solving problems and controlling workflow
- ServiceTitan
- Slack
- Google Workspace
- Phone/Text platforms
- Strong customer service skills
- Strong communication and organization
- Able to multitask in a fast-paced environment
- Computer proficiency
- Able to work evenings and weekends
- Dispatch and/or CSR experience preferred
- ServiceTitan experience strongly preferred