Operations Dispatch & Customer Experience Specialist

Dispatch / Customer Service Representative
Join Our Team & Help Keep Operations Running Smoothly! At DRF Installations
, we’re looking for a Dispatch / Customer Service Representative who thrives in a fast-paced environment and takes pride in delivering an exceptional customer experience. In this role, you’ll be a key part of our Operations team—coordinating daily installations, supporting technicians in the field, and serving 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.

• 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

• 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

• 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

• 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

• 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

You will be part of a supportive, team-focused environment. We’re committed to professionalism, accountability, teamwork, and delivering a top-tier customer experience in every interaction.

• Full-time opportunities with morning and evening shifts available
• Make a real impact by helping customers every day
• Gain experience across operations, customer service, and coordination
• Ongoing training, coaching, and opportunities to grow
• Generous benefits package including health & welfare benefits and tuition reimbursement

If you’re motivated, organized, and passionate about delivering great service, we’d love to hear from you.