Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR) / Dispatcher – Plumbing & HVAC

Company: 1-800-Plumber +Air of Centreville
Location: Centreville, VA
Employment Type: Full-Time

About Us

1-800-Plumber +Air of Centreville is a locally owned and operated franchise backed by a nationally recognized brand. We provide professional plumbing and HVAC services to residential and light commercial customers throughout Northern Virginia. Our mission is to deliver exceptional customer service, quality workmanship, and reliable solutions while building long-term relationships with our customers.

We are seeking a highly motivated, organized, and customer-focused Customer Service Representative (CSR) / Dispatcher to join our growing team. As the first point of contact for our customers, you will play a critical role in creating an outstanding customer experience while ensuring our technicians are efficiently scheduled and dispatched.

Position Summary

The Customer Service Representative (CSR) / Dispatcher is responsible for answering incoming calls, scheduling plumbing and HVAC service appointments, dispatching technicians, processing invoices and payments, maintaining customer records, and supporting daily office operations. The ideal candidate is friendly, professional, detail-oriented, and able to multitask in a fast-paced environment.

Key Responsibilities

Customer Service

• Answer all incoming calls promptly and professionally using the company's approved greeting (by the third ring whenever possible).
• Serve as the first point of contact and create a positive first impression for every customer.
• Schedule plumbing and HVAC service appointments.
• Respond to customer inquiries by phone, email, and text message.
• Gather complete and accurate customer information.
• Resolve customer concerns professionally or escalate issues to management when appropriate.
• Follow up with customers after service to ensure satisfaction.
• Promote maintenance membership and service agreements when appropriate.
• Assist customers with billing questions, invoices, and payments.

Dispatching

• Schedule and dispatch technicians based on location, availability, skill level, and service priority.
• Monitor technician schedules throughout the day and adjust assignments as needed.
• Coordinate emergency service requests and same-day appointments.
• Communicate schedule changes promptly with customers and technicians.
• Track technician status, job progress, and completion times.
• Maximize technician productivity while minimizing travel time.

Administrative Duties

• Create, update, and maintain customer accounts and work orders in ServiceTitan or similar field service management software.
• Process invoices and customer payments accurately.
• Perform basic accounting and bookkeeping tasks.
• Maintain customer files and office records.
• Prepare reports and assist with general office administration.
• Handle incoming and outgoing mail.
• Greet visitors and maintain a professional office environment.
• Assist with inventory orders and vendor coordination.
• Forward after-hours calls to the answering service at the end of each business day.
• Perform other administrative duties as assigned by the owner or manager.

Sales & Customer Retention

• Follow up on unsold estimates and missed appointments.
• Support customer retention and marketing initiatives.
• Help maximize customer satisfaction and repeat business.
• Identify opportunities to schedule additional services or maintenance visits.
• Maintain positive relationships with existing customers.

Required Qualifications

• High school diploma or GED.
• Minimum of 2 years of customer service, dispatching, or office administration experience (plumbing, HVAC, electrical, restoration, or other home service industry experience preferred).
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Professional telephone etiquette.
• Ability to remain calm and courteous under pressure.
• Strong computer skills, including Microsoft Office (Word, Excel, Outlook).
• Ability to learn ServiceTitan or similar dispatch software.
• Ability to type accurately and efficiently.
• Ability to work independently and as part of a team.

Preferred Qualifications

• Experience using ServiceTitan or another field service management platform.
• Experience in the plumbing, HVAC, electrical, restoration, or home service industry.
• Knowledge of technician scheduling and dispatch operations.
• Basic accounting or bookkeeping experience.
• Bilingual (English/Spanish) is a plus.

Desired Skills

• Exceptional customer service and interpersonal skills.
• Positive, friendly, and professional attitude.
• Excellent attention to detail.
• Strong time management and organizational skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong problem-solving skills.
• Dependable, self-motivated, and team-oriented.
• Commitment to delivering an outstanding customer experience.

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to communicate clearly by phone and in person.
• Ability to occasionally lift up to 20 pounds.

Additional Requirements

• Clean background check.
• Reliable transportation.
• Active cell phone.
• Valid driver's license.
• Ability to work occasional overtime when business needs require.

Compensation & Benefits

• Competitive hourly pay based on experience.
• Performance-based bonus opportunities.
• Paid holidays.
• Paid Time Off (PTO).
• Ongoing training and professional development.
• Career advancement opportunities.
• Supportive team environment.
• National franchise support.

Why Join 1-800-Plumber +Air of Centreville?

At 1-800-Plumber +Air of Centreville, we believe that exceptional customer service is the foundation of our success. As our Customer Service Representative / Dispatcher, you will play a vital role in helping customers, supporting our technicians, and contributing to the growth of a trusted local business backed by a nationally recognized brand.

If you are organized, customer-focused, enjoy helping people, and thrive in a fast-paced office environment, we encourage you to apply and join our growing team.

Apply today and help us deliver exceptional plumbing and HVAC service throughout Northern Virginia!