Dispatch/Customer Service Representative

What You’ll Do

• Customer Communication & Support
• Handle inbound calls, emails, chats, and texts while providing professional, solution-focused support
• Conduct outbound communication for appointment confirmations, technician arrival windows, and scheduling updates
• Set clear expectations for customers throughout the installation process
• Address escalations with empathy, professionalism, and a customer-first mindset
• Dispatch & Operational Coordination
• Routinely dispatch technicians based on location, schedules, and operational priorities
• Maintain schedules throughout the day to manage changes, delays, and urgent requests
• Cover coordination with plumbers, subcontractors, retail partners, and internal teams
• Ensure technicians have the necessary permits, products, and job details to complete installations efficiently
• Troubleshoot scheduling conflicts, service issues, and operational challenges
• Documentation & Administrative Support
• Maintain accurate customer records, notes, and updates within CRM and dispatch systems
• Audit installation files to ensure required permits, photos, invoices, and documentation are complete
• Process payments securely and update customer accounts
• Support post-installation follow-up and documentation

Qualifications

• High school diploma or equivalent required
• Previous experience in customer service, dispatch, scheduling, or call center environments preferred
• Experience in plumbing, HVAC, home services, or field service operations is a plus

Skills That Set You Apart

• Strong communication skills across phone, email, chat, and text
• Ability to multitask and prioritize in a fast-paced environment
• Excellent problem-solving and organizational skills
• High attention to detail and documentation accuracy
• Ability to stay calm and professional under pressure
• Comfortable using computers, CRM, and dispatch systems
• Team-oriented mindset with the ability to work cross-functionally