Customer Service Representative (CSR)/Dispatcher Supervisor

Customer Service Representative (CSR)/Dispatcher Supervisor Flow Masters Plumbing, Inc - 1.0 Daly City, CA Job Details Full-time $65,000 - $85,000 a year 14 hours ago Benefits Health insurance Dental insurance 401(k) Vision insurance Life insurance Qualifications Customer communication Team leadership Fleet management Administrative experience Managing clients in a customer support role Records management Office management Leadership Full Job Description Customer Service Representative (CSR)/Dispatcher Supervisor About Us Flow Masters Plumbing, Inc. is a fast-growing service company dedicated to delivering high-quality plumbing solutions with a strong focus on customer experience, operational efficiency, and professionalism. We are seeking an experienced CSR / Dispatcher Supervisor who can manage daily scheduling and customer communication while also stepping into multiple operational and administrative roles. This is a hands-on leadership position for someone who thrives in a fast-moving environment and can wear many hats. Position Summary The CSR / Dispatcher Supervisor serves as the operational hub of the company—overseeing scheduling, dispatching technicians, managing customer communication, and supporting office operations, billing, and coordination with field teams. This role requires strong leadership, problem-solving skills, and the ability to make quick decisions that keep the business running smoothly. You will be expected to take ownership of daily workflow, support technicians, and help ensure maximum productivity and customer satisfaction. Key ResponsibilitiesCustomer Service & Communication Lead all incoming customer calls and service requests Ensure professional, high-quality customer experience at all times Communicate scheduling updates, arrival times, and job status Resolve escalated customer concerns and service issues Dispatching & Field Coordination Schedule and dispatch technicians using ServiceTitan Supervise daily technician workflow and job progress Prioritize emergency and high-value service calls Maintain real-time communication with field staff Create and manage work orders, estimates, and invoices in ServiceTitan Assist with accounts receivable, billing, and collections Assist with order parts and coordinate with vendors and suppliers Maintain accurate job records, dispatch logs, and documentation Support job closeout and reporting processes Utilize ServiceTitan daily for scheduling and operations Monitor fleet/GPS tracking systems for technician efficiency Manage city permit applications, tracking, and coordination with local building departments. Prepare and submit utility and manufacturer rebate claims, ensuring complete documentation and timely processing. Coordinated permit approvals, inspections, and project closeout requirements. Maintained compliance records and permit documentation for service and installation projects. Follow up with municipalities, inspectors, and utility providers regarding permit status and rebate approvals. Assisted customers with rebate program requirements and application completion. Tracked permit and rebate timelines to support project scheduling and customer satisfaction. QualificationsRequired 2+ years of experience in dispatching, CSR, office coordination, or operations roles Previous experience in plumbing, HVAC, or service-based industry required Strong hands-on experience with ServiceTitan required Proven ability to manage and prioritize multiple tasks in real time Strong leadership, communication, and decision-making skills Experience handling escalated customer situations Strong organizational and problem-solving abilities Ability to stay calm and effective in a fast-paced environment What Success Looks Like Technicians are consistently scheduled and productive Customers receive fast, professional, and accurate communication Emergency calls are handled quickly and efficiently Strong coordination between office, field, and management Increased efficiency and reduced downtime across the team

Schedule:

Full-time (occasional after-hours emergency coordination required)

Pay:

$65,000.00 - $85,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Vision insurance

Work Location:

In person