CSR/Dispatcher

What You'll Do

• Answer inbound customer calls with professionalism and urgency
• Schedule plumbing and HVAC service appointments
• Dispatch technicians efficiently throughout the day
• Manage schedule changes, cancellations, and emergency calls
• Communicate with customers regarding appointment status and expectations
• Support technician utilization and route efficiency
• Document customer interactions accurately in Service Titan
• Assist with outbound calling campaigns and membership follow-up
• Educate customers on memberships, financing, and available services
• Deliver an exceptional customer experience on every interaction

What We're Looking For

• 1+ years of CSR, dispatch, call center, or scheduling experience
• Previous HVAC, plumbing, electrical, or home service industry experience required
• Service Titan experience strongly preferred
• Experience handling high call volume
• Strong communication and customer service skills
• Ability to multitask and stay organized in a fast-paced environment
• Strong attention to detail and follow-through
• Ability to prioritize emergency calls and changing schedules
• Comfortable discussing memberships and financing options
• Ability to convert inbound calls into booked appointments
• Positive attitude and team-first mentality

Bonus Points For

• Previous dispatch experience
• Outbound calling experience
• Membership sales experience
• Experience managing technician schedules
• Inside sales experience
• Ability to de-escalate upset customers
• Basic understanding of plumbing and HVAC terminology
• Bilingual communication skills

What Success Looks Like

• High booking percentage
• Strong customer satisfaction scores
• Efficient technician scheduling and utilization
• Accurate documentation and communication
• Strong customer retention
• Reliable attendance and teamwork