Plumbing Customer Service Representative & Dispatcher

• Answer inbound calls and serve as the first impression for customers
• Use professional communication skills to gather all necessary customer and job information
• Ensure calls are answered promptly using the approved company greeting
• Provide a positive, helpful, and customer-focused experience on every call
• Enable calls to the answering service at the end of the day

• Dispatch service calls to technicians efficiently
• Coordinate technician schedules and job assignments /reassignments
• Communicate job details, customer information, and scheduling updates to technicians
• Work with technicians to ensure they are prepared for each job, including parts, scope, permits, and access needs
• Coordinate with dispatch and field staff to ensure smooth handoff from scheduling to job execution

• Monitor active jobs from start to finish to help ensure smooth completion
• Track job progress and proactively address issues that may impact completion
• Support technicians with field-related problem-solving
• Review completed jobs for accuracy, quality, documentation, and completeness
• Ensure proper notes, photos, forms, and job details are captured
• Identify training opportunities and operational inefficiencies
• Review callbacks, job outcomes, and customer satisfaction concerns

• Prepare and submit permits to local municipalities as needed
• Track permit approvals, inspections, and close-out timelines
• Coordinate inspections with technicians, customers, and municipalities
• Help ensure work complies with local codes, permit requirements, and company standards

• Help manage communication with commercial customers and warranty providers
• Review scopes of work, approvals, and required documentation
• Ensure jobs meet partner and warranty process requirements
• Assist with claims, approvals, documentation, and follow-up

• Review invoices for accuracy before submission
• Handle invoice processing and billing upon job completion
• Track accounts receivable and follow up on outstanding payments
• Resolve billing questions or discrepancies with customers, partners, and internal team members
• Perform basic accounting and clerical functions as needed

• Follow up on unsold estimates, open opportunities, and pending customer decisions
• Work with technicians and management to improve close rates and job value
• Review job performance and margins to identify opportunities for improvement

• Perform general office duties, clerical tasks, and mail processes
• Maintain organized job records, permits, invoices, and financial documentation
• Assist with improving workflows, systems, and standard operating procedures
• Support the owners and management team with additional duties as directed

• Service Titan Experience!
• Previous office, dispatch, customer service, or administrative experience preferred
• Plumbing, HVAC, or home services experience is a plus
• Basic computer skills required
• Strong communication and organizational skills
• Ability to multitask in a fast-paced environment
• Professional phone etiquette and customer-service mindset
• Detail-oriented with strong follow-through
• Comfortable working with technicians, customers, vendors, and management
• Basic accounting, invoicing, or billing experience is a plus

• Clean background
• Ability to pass a drug test
• Reliable transportation

• Competitive pay: Competitive compensation based on skills and experience.
  • Base Pay: $18-$22 per hour, with raise after 90 days
• Works hours will be Monday-Friday between the hours of 7:30 AM to 4:30 PM, NO NIGHTS OR WEEKENDS. THIS IS AN INOFFICE POSITION.
• On-the-job training: Including mentorship from experienced team member