Customer Service Representative/Dispatcher

Job Description

Job Description

Dispatcher / Customer Service Representative

Location: Portland, OR

Employment Type: Full-Time

Schedule: Monday–Friday / 8-5

Pay: $26–$30 per hour, depending on experience

About the Position

We are looking for a reliable, organized, and customer-focused Dispatcher / Customer Service Representative to join our plumbing team. At Imagine Plumbing we care about our customers and our employees. We strive at keeping a positive work environment and are looking for someone with similar qualities. This is a fast-paced role that combines customer service, scheduling, dispatching technicians, and coordinating daily service calls.

The ideal candidate is comfortable juggling multiple priorities, communicating with customers and field technicians, and keeping the schedule running smoothly. Experience as a dispatcher/customer service representative in the Plumbing industry is REQUIRED to be considered for the position. We are seeking someone for long term employment who can grow with the company.

Responsibilities

• Answer incoming phone calls, emails, and leads and respond to customer inquiries in a professional and friendly manner
• Schedule residential plumbing service appointments
• Dispatch technicians efficiently based on location, availability, urgency, and skill set
• Communicate appointment times and updates to customers
• Coordinate with technicians throughout the day regarding job status, parts, scheduling, and customer needs
• Monitor the daily schedule and make adjustments as needed
• Handle emergency and priority service requests
• Enter customer information, work orders, and job details accurately into the company’s scheduling/dispatch system(Housecall Pro)
• Follow up with customers regarding appointments, estimates, and completed work
• Maintain accurate records and documentation
• Help resolve customer concerns and escalate issues when necessary
• Communicate professionally with technicians, management, vendors, and customers
• Assist with general office and administrative duties as needed

Qualifications

• Previous customer service, dispatching, and scheduling at a plumbing company is REQUIRED
• Excellent phone and communication skills
• Strong organizational and time-management abilities
• Ability to multitask and stay calm in a fast-paced environment
• Comfortable working with computers and scheduling/dispatch software (Housecall Pro and/or ServiceTitan)
• Strong attention to detail and accuracy
• Professional, positive, and solution-oriented attitude
• Ability to work independently while being a strong team player
• Dependable and punctual

What We Offer

• Competitive pay
• Health Insurance
• Paid Time Off
• Paid Holidays
• Retirement Plan w/ match
• Bonus Opportunities
• Stable, year-round employment
• Opportunity for growth and advancement
• Friendly, team-oriented work environment