CSR/Dispatch Operations Coordinator

Job Description

Job Description

We are a leading home services company specializing in plumbing, heating, and air conditioning. We are built on a reputation of reliability and top-tier customer service. Our technicians are the best in the business, and they need an equally talented coordinator behind the scenes, ensuring our operations run flawlessly. We are not just looking for a dispatcher; we are seeking a true operational partner to become the backbone of our daily service delivery.

This is a critical role for our company's success. You will be the first point of contact for customers in need,

the logistical hub for our field technicians, and a key administrative support for our management team. Your

ability to handle pressure, communicate with empathy, and manage multiple priorities will directly impact our customers' satisfaction and our company's growth. We are investing in a long-term team member who is

eager to learn our business and grow with us.

What You'll Do:

- Answer incoming customer calls with a goal of booking the appointment on the first contact.

- Dispatch and coordinate our team of plumbing and HVAC technicians using ServiceTitan.

- Provide customers with pricing information, process payments, and follow up on inquiries.

- Assist our team with daily time tracking and provide support for payroll processing.

- Manage social media accounts, focusing on engaging content and requesting customer reviews for our

Google Business Profile.

- Create and manage purchase orders for parts and supplies from our vendors.

- Generate simple reports for ownership to track key business metrics.

Who You Are:

- An Exceptional Communicator: You can build rapport with customers instantly and communicate clearly with technicians, which is crucial for scheduling and customer satisfaction.

- Highly Organized & A Multitasking Pro: You can juggle incoming calls, dispatching, and administrative tasks

simultaneously without letting details slip, which is essential in a fast-paced service environment.

- Tech-Savvy & A Quick Learner: You are comfortable learning new software like ServiceTitan quickly, as this

is the core of our operations.

- Empathetic & Customer-Focused: You understand that a customer calling about a broken AC is stressed,

and you can guide them calmly and effectively.

- Detail-Oriented: You understand that accuracy in booking, pricing, and time tracking is non-negotiable for

smooth operations and happy customers.

- Proactive Problem-Solver: You don't wait to be told what to do; you identify potential scheduling conflicts or customer issues and solve them ahead of time.

- Experience in a trade service (plumbing, HVAC, electrical) is a huge plus.

Tools You'll Use:

- ServiceTitan (or similar dispatching software)

- Google Workspace (Gmail, Sheets, Docs)

- Communication: VOIP Phone System, Slack/MS Teams

- Social Media Management Tools

What Makes You Perfect For This Role:

- You can point to a time you achieved a high booking rate (e.g., over 85%) in a previous customer service or

dispatch role.

- You have experience managing a dispatch board for 5+ technicians.

- You have successfully managed a company's Google Business Profile and can show how you increased

reviews.

To Apply:

Please send a brief application that answers the following three questions:

1. Describe your experience with dispatching for a home service company (like plumbing, HVAC, or

electrical). What software did you use?

2. This role requires managing calls, dispatch, admin, and social media. How do you prioritize tasks when

everything feels urgent?

3. What is your experience with managing Google Business Profile reviews and social media for a local

business?