Customer Service Representative/Dispatcher

Diamond Plumbing is hiring a full-time CSR / Dispatcher to work in our office and help manage customer communication, scheduling, dispatching, follow-up, and daily office support. This position is an important part of our company. The CSR / Dispatcher is often the first person our customers speak with, so we are looking for someone who is professional, organized, friendly, and able to communicate clearly. This role is not just answering phones. When call volume is slow, this person will help with customer follow-up, Housecall Pro (our dispatch software) updates, open invoice follow-up, Google review responses, marketing support, inventory support, and general office administration. The right person will be dependable, detail-oriented, comfortable talking to customers, a multi-tasker, and willing to stay productive throughout the day.

Main Responsibilities:

Customer Service and Scheduling Answer incoming calls professionally. Return missed calls and voicemails quickly. Respond to customer messages in Housecall Pro system. Schedule service calls based on urgency, technician availability, and location. Collect accurate customer information and service details. Explain appointment expectations clearly. Help customers understand trip fees, diagnostic fees, and payment expectations. Communicate schedule updates to customers and technicians. Document customer conversations accurately in Housecall Pro. Request job photos from customers. Dispatching and Technician Support Dispatch technicians to jobs through Housecall Pro. Keep the schedule organized and updated. Make sure technicians have clear job notes before arriving. Help coordinate return trips and follow-ups. Watch for urgent issues or schedule problems and notify management. Office and Administrative Support. Check and respond to company emails. Review open jobs, completed jobs, and customer follow-ups. Help check for open invoices and follow up with accounting, technicians, and customers when needed. Keep customer records and job details organized in Housecall Pro. Help keep the office clean, organized, and professional. Assist with paperwork, filing, and general tasks as assigned. Customer Follow-Up and Reviews Follow up on open estimates and unscheduled work. Send review requests to happy customers when appropriate. Respond to positive Google reviews professionally. Bring negative or sensitive reviews to management's attention. Help make sure customer issues are not missed or ignored. Inventory and Shop Support Help check truck stock and shop stock inventory when assigned. Note low-stock items and report them to management. Help organize common material areas. Communicate technician stock needs to management. Marketing Support Help gather approved job photos or ideas for marketing. Track customer lead sources when known. Help with social networking post ideas or hiring posts when assigned. Watch for common customer questions that could be used for future marketing content. We are looking for someone who is: Friendly and professional on the phone. Organized and detail-oriented. Comfortable using computers and software. Able to multitask without getting overwhelmed. Good at written and verbal communication. Reliable and punctual. Able to stay productive during slower times. Willing to learn about plumbing service operations, basic plumbing knowledge, and common plumbing terms. Comfortable asking customers questions and documenting details. Able to work well with technicians, customers, and management. Honest, coachable, and willing to follow company processes. Preferred Experience Experience in the following is helpful. Plumbing experience is not required, but the applicant must be willing to learn basic plumbing knowledge and common plumbing terms. Customer service. Dispatching. Office administration. Maintaining the company schedule for our service technicians. Plumbing, HVAC, electrical, construction, or home service company experience. Housecall Pro or other scheduling software. Microsoft Office products Google reviews and basic social media posting. Requirements Must be able to work in the office full-time, M-F 8:00 - 4:30. Must be comfortable answering phones and speaking with customers. Must have basic computer skills. Must be able to type clear notes and messages. Must be dependable and on time. Must be able to follow company procedures. Must be willing to learn basic plumbing knowledge and common plumbing terms used in service calls. Must be able to communicate professionally with customers and coworkers. Benefits Paid training. Paid time off. Holiday pay. Employee discounts. Growth opportunities. Why Work at Diamond Plumbing? Diamond Plumbing is a growing plumbing company that values professionalism, customer service, teamwork, and doing the job correctly. We are looking for someone who wants to be part of a team and help the company stay organized, efficient, and easy for customers to work with. This is a great position for someone who enjoys helping people, staying busy, keeping things organized, and being an important part of a service business. Please apply through Indeed with your resume. We are looking for someone dependable, professional, and ready to be part of a growing team.

Pay:

$20.00 - $25.00 per hour

Benefits:

Paid time off

Work Location:

In person