Customer Service Representative and Dispatcher

Job Description

Job Description

Stop looking for a job and find your career.

Join Lavallee Systems, an award-winning HVAC, plumbing, and water filtration company serving Central and Eastern Massachusetts. Our CSR/DSR earn $24–$33/hour with top benefits, bonuses, and paid training. If you take pride in craftsmanship, integrity, and teamwork, you’ll thrive here.

The Customer Service Representative / Dispatcher is an in-person role that combines the responsibilities of both a Customer Service Representative and a Dispatcher, serving as a central communication and coordination hub between customers, service technicians, and the office. Reporting to the Call Center Manager, this position is responsible for delivering an exceptional customer experience while managing the daily service schedule to maximize efficiency, technician productivity, and customer satisfaction.

We offer more than a paycheck — we offer a long-term career in a company that values innovation and growth. Our owner stays directly connected with our technicians and is invested in their development. Our core focus is to be exceptional — as a company and as individuals.

Wage and Benefits Package

• Hourly Rate: $24–$33 (based on experience)
• Paid Sick and Vacation Time: Up to 4 weeks based on length of service
• Paid Holidays: 7 annually
• Yearly Bonus Program
• Health and Dental Insurance: 50% company-paid
• Term Life Insurance: 100% company-paid
• Company-Matched Retirement Plan: 3% of earnings
• Vision Insurance, Short-Term Disability, Long-Term Disability, and Accident Insurance Available
• Paid Training and Professional Development

Responsibilities

• Serve as the primary point of contact for customers, communicating professionally via phone, email, and text while scheduling service calls and providing timely updates.
• Coordinate and optimize daily field schedules for service technicians using ServiceTitan and other scheduling tools to maximize efficiency, technician productivity, and customer satisfaction.
• Manage technician attendance, forecast workloads, and maintain daily job schedules, making real-time adjustments throughout the day as priorities change.
• Answer inbound customer calls with empathy and professionalism, gathering accurate information to schedule the right technician for each job.
• Monitor technician progress throughout the day, proactively addressing delays, emergency calls, cancellations, and schedule changes.
• Communicate schedule updates and arrival expectations to customers, ensuring a high level of customer confidence and satisfaction.
• Work closely with technicians to ensure job information, customer history, materials, and special instructions are complete before arrival.
• Coordinate with warehouse, purchasing, and management to resolve scheduling conflicts and support efficient job execution.
• Perform post-service debriefs with technicians to confirm work is documented correctly, required forms are completed, and follow-up actions are identified.
• Identify opportunities to improve schedule efficiency, reduce windshield time, and maximize daily revenue.
• Monitor open estimates, pending work, recalls, and callback appointments to ensure timely customer follow-up.
• Maintain accurate customer records, job notes, and communications within ServiceTitan.
• Support outbound customer communication for unscheduled estimates, maintenance opportunities, and customer follow-up as needed.
• Collaborate with the Service Manager and Call Center Manager to meet departmental KPIs related to response time, booking rate, technician utilization, customer satisfaction, and revenue.
• Deliver an exceptional customer experience by resolving issues professionally and taking ownership until the customer's needs have been met.
• Provide general administrative support and perform other duties as assigned

Requirements

• High school diploma or equivalent (college degree or technical school certification a plus)
• A minimum of 2 years of experience in dispatching, scheduling, or customer service (construction/mechanical company experience preferred)
• Proficiency with ServiceTitan or similar service management software, MS Office Suite (especially Excel and Outlook), Google Workspace, and Dropbox
• Strong verbal and written communication skills with excellent telephone etiquette
• Exceptional organizational and multitasking abilities
• Ability to work under pressure, solve problems quickly, and know when to escalate issues
• Dependable, reliable, and punctual with a positive, team-oriented attitude

About Lavallee Systems

Lavallee Systems is a family-owned and operated plumbing, heating, air conditioning, and water filtration company with over 30 years of trusted service in Central and Eastern Massachusetts. We’re known for our craftsmanship, commitment to homeowners, and genuine investment in our employees’ long-term success.

We help homeowners make informed decisions and stand behind every job with pride. If you’re ready to build a stable, rewarding career with a supportive team, we’d love to meet you.