Customer Service Representative / Dispatcher

Customer Service Representative / Dispatcher

Miles Plumbing & Heating

Job Type: Full-Time

Work Setting: Office-based

Job Summary

Miles Plumbing & Heating is seeking a full-time Customer Service Representative / Dispatcher to assist customers and support the daily scheduling and coordination of our field technicians.

This position is responsible for customer communication, scheduling and dispatching service calls, maintaining accurate job records, reviewing job documentation, coordinating follow-up work, and assisting with outstanding customer balances.

The successful candidate will be organized, professional, detail-oriented, and comfortable managing multiple priorities in a service-based environment.

Responsibilities

• Answer customer calls, emails, and service requests professionally and gather accurate customer and job information.
• Schedule service appointments and clearly communicate appointment details, service fees, delays, and updates.
• Dispatch technicians based on availability, location, qualifications, urgency, and job requirements.
• Maintain an accurate daily schedule, dispatch board, and customer/job records in ServiceTitan.
• Monitor technician progress and coordinate schedule changes, return visits, outstanding work, and follow-up appointments.
• Review completed jobs for required notes, photos, forms, estimates, invoices, payment information, and follow-up documentation.
• Identify incomplete or unclear job records and coordinate corrections with technicians or management.
• Confirm completed, approved work has been properly invoiced and documented by the technician.
• Follow up professionally on outstanding customer balances, send payment-related documentation, and record collection activity.
• Escalate customer complaints, invoice disputes, overdue balances, payment exceptions, and other issues to management when appropriate.

Qualifications

• Customer service, dispatching, scheduling, administrative, or related experience preferred.
• Experience in plumbing, HVAC, home services, construction, or another service-based industry preferred but not required.
• ServiceTitan experience strongly preferred.
• Basic knowledge of job documentation, invoicing, or accounts receivable preferred.
• Strong verbal and written communication skills.
• Strong organization and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and follow-through.
• Ability to communicate professionally with customers regarding invoices and outstanding balances.
• Ability to work effectively with both office and field employees.
• Ability to learn and use business software and technology.

Compensation

based on experience.

Benefits

Full-time employees are eligible for the following benefits beginning on the first day of employment, subject to applicable plan documents and company policies:

• Medical insurance: Miles pays 75% of the employee-only premium. Employees are responsible for 25% of the employee-only premium and 100% of additional dependent medical coverage.
• Dental insurance: 100% company-paid coverage for employees and eligible dependents.
• Vision insurance: 100% company-paid coverage for employees and eligible dependents.
• Basic life insurance: 100% company-paid.
• Short-term disability: 100% company-paid.
• Long-term disability: 100% company-paid.
• 401(k) with a 3% company match, subject to plan terms.
• Paid vacation based on years of service:
• Years 1-2: 40 hours annually
• Years 3-4: 80 hours annually
• Years 5-9: 120 hours annually
• Years 10+: 160 hours annually
• Vacation accrues beginning at hire and may be used after 90 days of employment.
• Michigan Earned Sick Time in accordance with applicable law and Miles policy.
• $ Ten dollas per week cell phone stipend paid through payroll
  

Work Environment

• This position primarily operates in an office environment and requires regular use of a computer, telephone, ServiceTitan, email, and other business systems. The employee will communicate regularly with customers, field technicians, management, and other team members.Miles Plumbing & Heating may modify duties and responsibilities as business needs change.