Dispatch/Customer Service Representative

About the Role

Join our team as a Dispatch / Customer Service Representative and help keep operations running smoothly. In this role, you’ll coordinate daily installations, support technicians in the field, and serve as a reliable point of contact for our customers. If you’re detail-oriented, organized, and enjoy solving problems in real time, this is a great opportunity to grow your career.

Responsibilities

• 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
  • Route and dispatch technicians based on location, schedules, and operational priorities
  • Monitor and adjust schedules throughout the day to manage changes, delays, and urgent requests
  • Coordinate 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

Requirements

• 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

• 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

Benefits

• Full-time opportunities with morning and evening shifts available
• Generous benefits package including health & welfare benefits and tuition reimbursement
• Ongoing training, coaching, and opportunities to grow

Why Join Us

You will be part of a supportive, team-focused environment committed to professionalism, accountability, teamwork, and delivering a top-tier customer experience in every interaction. Make a real impact by helping customers every day and gain experience across operations, customer service, and coordination.