Customer Service Representative / Dispatcher

Job Description

Job Description

Customer Service Representative / Dispatcher

George’s Plumbing & Construction — Key West, FL
Pay: $20–$25/hour based on experience
Schedule: Monday–Friday, 7:45 AM–5:00 PM
Position: Full-Time

About the Position

George’s Plumbing & Construction is looking for a reliable, competent, organized, and personable Customer Service Representative / Dispatcher to join our team.

This is a fast-paced position for someone who can stay calm under pressure, think logically, communicate clearly, and take ownership. You will be an important link between our customers, office staff, and field technicians.

Responsibilities

• Answer incoming customer calls professionally and courteously
• Determine customer needs and direct calls to the appropriate personnel
• Schedule service calls as they come in
• Dispatch technicians efficiently and manage the daily schedule
• Take customer payments over the phone
• Communicate appointment and scheduling information to customers and technicians
• Ensure every technician knows where they are scheduled to be the following morning
• Ensure technicians complete their invoices after every service call
• Review completed jobs and follow up when information, photos, or invoices are missing
• Ensure all jobs are properly closed out by the end of each business day
• Identify and resolve scheduling conflicts or operational issues
• Keep the office and field team organized and informed
• Maintain accurate customer and job information in company software

Qualifications

MUST be:

• Reliable, punctual, and dependable
• Competent and able to work independently
• Highly organized and detail-oriented
• Calm and logical under pressure
• Charismatic, personable, and professional
• A strong communicator with excellent customer service skills
• Comfortable with computers and technology
• Able to multitask and prioritize in a fast-paced environment
• Willing to take ownership and follow tasks through to completion

Experience & Skills

• Strong computer and technology skills required
• Experience with Housecall Pro or Monday.com is a major plus
• Experience working in a trade environment such as plumbing, HVAC, electrical, construction, roofing, or another service-based trade is a plus
• Bilingual English/Spanish is a plus, but not required
• We are willing to train the right person who learns quickly and is comfortable with technology

Weekend Rotation

This position requires participation in a rotating weekend on-call schedule . When it is your weekend, you will take the company phone home and answer incoming calls and schedule service calls as needed.

Compensation & Benefits

• $20–$25/hour , based on experience
• PTO after 6 months of employment
• Increased PTO after 1 year
• Annual performance bonuses
• 5 paid holidays
• Opportunity for growth within a growing local plumbing and construction company

The Right Person

This position is not for someone who needs constant supervision. We need someone who can see what needs to be done and make it happen.

If a technician forgets to close an invoice, you'll catch it. If tomorrow's schedule needs adjusting, you'll fix it. If a customer needs help, you'll take care of them.

We are looking for someone who is reliable, capable, organized, and takes ownership.

If that sounds like you, we'd love to hear from you!