Plumbing Dispatcher / Customer Service Representative

Essential Duties and Responsibilities Dispatch & Scheduling

• Schedule and dispatch plumbing technicians for residential, commercial, and municipal service calls and projects.
• Coordinate daily work assignments based on technician availability, skills, location, and customer priorities.
• Adjust schedules throughout the day to accommodate emergency service requests, cancellations, and changes.
• Monitor technician progress and maintain efficient routing to maximize productivity.
• Ensure technicians have complete job information before arriving at each service location.

Customer Service

• Answer incoming phone calls and respond to customer inquiries professionally and courteously.
• Schedule appointments and confirm service requests with customers.
• Provide customers with estimated arrival times and status updates.
• Resolve scheduling concerns and escalate service issues when appropriate.
• Maintain a high level of customer satisfaction through clear and timely communication.

Communication & Coordination

• Maintain ongoing communication with field technicians regarding job status, delays, material needs, and schedule changes.
• Coordinate with management to prioritize workloads and allocate resources effectively.
• Assist technicians by providing customer information, work order details, and directions as needed.
• Communicate with vendors and suppliers regarding material deliveries when necessary.

Administrative Responsibilities

• Create, update, and maintain work orders and customer records.
• Accurately enter customer information into the company's dispatch or field service management software.
• Review completed work orders for accuracy and completeness.
• Prepare daily schedules, reports, and operational documentation.
• Maintain organized records of customer communications and service history.