About the job
We are looking for a dependable and customer-oriented Dispatcher / Customer Service Representative to enhance our service operations for plumbing and HVAC clients. This role is crucial in coordinating technicians, managing customer interactions, and facilitating effective scheduling via ServiceTitan.
The perfect candidate will have a background in dispatching or service coordination, possess an understanding of trade workflows, and be adept at working extended hours in a dynamic service environment.
Key Responsibilities
- Dispatch & Scheduling
- Utilize ServiceTitan to schedule and dispatch technicians for service calls.
- Monitor technician schedules, job statuses, and daily routing.
- Adjust schedules in real-time in response to call volumes, emergencies, and technician availability.
- Ensure optimal use of technician resources and prompt service delivery.
- Customer Service & Communication
- Handle inbound calls and assist customers with scheduling and inquiries.
- Provide appointment confirmations, updates, and follow-up communications.
- Clearly communicate service windows and expectations to customers.
- Maintain a professional and friendly demeanor in all interactions.
- Operations Support
- Accurately enter and update job information in ServiceTitan.
- Track job statuses and ensure proper documentation is maintained.
- Collaborate with field technicians, supervisors, and service managers.
- Assist with call tracking, notes, and service records management.
