Role summary This position serves as the operational nerve center of Shaw Plumbing. The Customer Service & Dispatch Coordinator is responsible for managing inbound customer communications, scheduling and dispatching technicians, and supporting accurate, timely billing. The role directly impacts customer satisfaction, technician productivity, and cash flow by ensuring calls are handled professionally, jobs are dispatched efficiently, and invoices are processed correctly. Primary responsibilities Customer service and call handling Serve as the first point of contact for incoming customer calls, texts, and online requests. Gather clear and complete job information, including service type, urgency, location, and customer expectations. Communicate professionally, empathetically, and confidently while representing Shaw Plumbing's brand and service standards. Manage follow-up communications with customers regarding scheduling, technician arrival windows, and job status. Dispatching and scheduling Schedule and dispatch plumbing technicians based on priority, location, skill set, and availability. Optimize daily routes to maximize technician productivity and minimize drive time. Monitor job progress throughout the day and make real-time adjustments for emergencies, overruns, cancellations, or reschedules. Maintain accurate technician calendars and ensure service windows are clearly communicated to both technicians and customers. Billing and invoicing support Support the billing process by reviewing completed work orders for accuracy, completeness, and proper coding. Prepare and issue invoices promptly after job completion. Assist with collecting payments, processing customer questions related to invoices, and resolving basic billing discrepancies. Coordinate with management or accounting on corrections, credits, or escalated billing issues. System and documentation management Accurately enter and maintain customer, job, and billing data in the company's field service management and accounting systems. Ensure notes, photos, approvals, and signatures are properly documented in each job record. Maintain organized digital records that support billing, reporting, and customer history. Internal coordination Act as a communication bridge between technicians, management, and customers. Relay job details, scope changes, and customer concerns clearly and promptly. Support operational reporting by tracking call volume, booked jobs, completed work, and billing status as requested. skills and qualifications Strong customer service and phone communication skills with a calm, professional demeanor. • Comfort with billing support, invoicing, and basic payment processing. High attention to detail and strong organizational skills. Ability to manage multiple priorities in a fast-paced, interruption-driven environment. Working knowledge of field service software (Housecall Pro or similar preferred). Basic understanding of plumbing services and terminology is helpful but not required.

Pay:

$18.00 - $22.00 per hour

Benefits:

Paid time off

Work Location:

In person