Plumbing Service Dispatcher​/CSR

Full Time Plumbing Service Dispatcher/CSR (Construction)

Are you an organized, people-oriented professional who thrives in a fast-paced environment? Premium Plumbing is looking for a motivated Dispatcher/Customer Service Representative to join our growing team! We take pride in delivering 5-Star Service to every customer, and we're looking for someone who shares our commitment to excellence, reliability, and customer care.

• Answer incoming calls with professionalism and empathy, providing friendly and knowledgeable assistance to customers.
• Schedule, dispatch, and actively manage service technicians throughout the day, adjusting appointments in real time to ensure timely response and efficient routing.
• Communicate clearly with field technicians, customers, and management to coordinate daily operations.
• Track jobs, audit bookings, update schedules, and maintain accurate records across Service Titan, Schedule Engine, and related systems.
• Assist with follow-ups, customer satisfaction calls, and administrative tasks as needed.
• Check lead avenues daily (such as online platforms, inquiries, and calls) to ensure all potential customers are followed up with promptly.

• Monitor the Schedule Engine dashboard throughout the day to identify new calls, review call notes, and listen to call recordings to ensure appointments are properly booked.
• Maintain multiple systems and windows simultaneously (Schedule Engine, Service Titan, call recordings) to verify accuracy and take immediate action when issues arise.
• Ensure all qualifying calls are properly booked into Service Titan. If a call was not booked but should have been, notify the Schedule Engine team and proactively contact the customer to schedule the appointment.
• Review and address all overnight and after-hours calls each morning to confirm they were handled appropriately and follow up with customers when needed.
• Follow up on miscellaneous or non-standard calls (e.g., construction inquiries, requests for management contact, incomplete bookings) via phone or email to ensure no opportunities are missed.
• Act as the primary point of coordination between technicians and the schedule, adjusting appointments throughout the day based on job outcomes, technician availability, and customer needs.
• Receive and respond to technician updates after options are presented to customers, adjusting the schedule in real time based on whether the technician will remain on-site, move to another call, or finish early.
• Manage daily schedule flow to maximize technician efficiency while balancing customer expectations, call volume, and emergency requests.
• Handle emergency calls by immediately reprioritizing the schedule, communicating with technicians and customers, and ensuring the fastest possible response.
• Communicate clearly and calmly with customers during schedule changes, confirming updated appointment windows and maintaining a high level of customer service.

• Previous experience as a dispatcher or customer service representative (pare …)
• Strong communication and organizational skills.
• Experience with Service Titan is a plus but not required.
• Ability to multitask and stay calm under pressure.
• Comfort with computers and scheduling software.
• A positive attitude and a genuine desire to help customers.

• Competitive pay based on experience.
• Health, dental, and vision benefits.
• 401K with company match.
• Paid time off and holidays.
• Supportive team culture with opportunities for growth.
• Work with a company that values honesty, integrity, and professionalism in everything we do.