Customer Service Specialist

The Dispatcher is responsible for supporting the daily operations of a plumbing and property services company within a fast-paced office environment. This role focuses on three primary responsibilities: managing customer service communications, coordinating field technician dispatch and scheduling, and supporting operational and payroll functions. This position is critical in ensuring efficient service operations, maintaining strong customer relationships, and supporting leadership with daily business coordination.

Key Responsibilities:

• Answer and manage incoming customer service calls, inquiries, and scheduling requests

• Dispatch and schedule plumbing technicians daily using company software

• Monitor field technicians in real time and track job progress throughout the day

• Process weekly technician payroll and maintain accurate time and attendance records

• Prepare invoices, work order closings, and management reports in company software

• Support the President & COO with daily service operations and coordination

• Maintain accurate customer records, job documentation, and operational files

• Communicate effectively with customers, technicians, vendors, and internal staff

• Coordinate technician schedules to maximize operational efficiency and customer satisfaction

• Assist with administrative office functions and operational reporting as needed

Minimum Education & Experience Requirements:

• High school diploma or equivalent required

• Minimum 2 years of hands-on Service Titan experience required, including dispatching, scheduling, and invoicing

• Minimum 2 years of experience in a plumbing service company or home services environment required

• Experience with field dispatch coordination and technician scheduling required

• Payroll processing or time sheet management experience preferred

• Proficiency with Microsoft Office, including Word, Excel, and Outlook required

Special Requirements:

• Strong customer service and customer relations skills within a trades or home services setting

• Ability to manage multiple responsibilities and deadlines in a fast-paced environment

• Strong organizational, multitasking, and problem-solving abilities

• Ability to communicate professionally with customers, technicians, and management

• Experience working in a collaborative office and operations environment

Knowledge, Skills, and Abilities:

• Strong customer service and communication skills

• Experience with dispatching software and service scheduling systems, including Service Titan

• Ability to monitor field operations and coordinate technician activities efficiently

• Knowledge of payroll processing and timekeeping procedures

• Strong administrative and organizational skills

• Ability to prioritize and manage multiple competing tasks and deadlines

• Proficiency in Microsoft Office applications

• Strong attention to detail and accuracy

• Ability to work independently and collaboratively within a team environment

• Professional written and verbal communication skills

Additional Desired Characteristics:

• Experience in plumbing, HVAC, electrical, or home services industries

• Familiarity with service operations management and reporting

• Ability to support process improvements and operational efficiency

• Interest in long-term growth into a senior Service Operations Manager role

• Positive, team-oriented attitude with strong customer-focused mindset

Work Environment:

This position operates in a professional office environment within a family-owned plumbing and property services company. The role involves daily coordination with customers, field technicians, and management personnel and may require flexibility based on operational demands and scheduling needs.

Other Duties:

This job description is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Additional duties may be assigned as needed to support organizational objectives and daily service operations.