Customer Service Representative/Dispatcher Major League Plumbing Gardena, CA Job Details Temporary | Full-time $20 - $23 an hour 1 hour ago Benefits Health insurance Dental insurance 401(k) Qualifications Spanish Written communication Teamwork Interpersonal skills Phone communication Customer service Computer literacy English Dispatching Attention to detail Construction industry experience Organizational skills Customer data entry Full Job Description Customer Service Representative / Dispatcher Major League Plumbing is seeking a reliable, organized, and customer-focused Customer Service Representative / Dispatcher to join our team. As a small, family-owned business, we rely on our team to communicate well, stay organized, and take pride in taking care of our customers. The Customer Service Representative / Dispatcher is an important part of that process, serving as a connection between our customers and technicians. This position requires someone who can listen, communicate clearly, stay organized, and coordinate scheduling and dispatching so our customers receive the timely, professional service we promise. Customer service and dispatching go hand in hand in this role. The CSR/Dispatcher serves as an important link between our customers, technicians, and management, ensuring that customer needs are understood, information is communicated accurately, and calls are scheduled and dispatched appropriately. Accuracy, clear communication, and follow-through are essential, as how we schedule and dispatch each call directly impacts our ability to provide the timely and professional service we promise our customers. This position will begin as a temporary role , with the opportunity to transition to full-time employment based on performance, reliability, and overall fit with the team. Key Responsibilities Customer Service & Call Management Answer incoming calls promptly and professionally, creating a positive first impression of Major League Plumbing Listen carefully to customers and gather accurate, detailed information regarding their plumbing needs Ask appropriate questions to understand the nature, urgency, and scope of the customer's service request Clearly communicate appointment availability, scheduling expectations, service information, and technician arrival windows Provide customers with accurate information and avoid making promises that cannot be fulfilled Handle customer questions, concerns, and scheduling issues calmly and professionally Maintain a helpful and courteous demeanor, including when dealing with frustrated or upset customers Document customer information and conversations accurately so technicians have the information necessary to properly prepare for the call Scheduling & Dispatch Schedule service calls accurately based on customer needs, urgency, technician availability, location, and workload Dispatch the appropriate technician while considering skill set, location, schedule, and the nature of the service request Maintain an organized and efficient daily schedule to help ensure customers receive service within the timeframes communicated to them Monitor technician schedules and job progress throughout the day Communicate with technicians regarding new calls, schedule changes, customer information, delays, and other important updates Proactively identify scheduling conflicts, delays, or other issues that could affect the customer experience and address them before they become larger problems Adjust schedules when necessary while maintaining clear communication with both customers and technicians Ensure technicians receive complete and accurate information before arriving at a customer's property Maintain accurate job notes, customer information, appointment details, and dispatch records Communication & Teamwork Serve as a clear and professional point of communication between customers, technicians, and management Keep customers informed when schedules change or unexpected delays occur Communicate important customer concerns and service details to technicians Work closely with management to address scheduling challenges, emergencies, customer concerns, and changes in daily priorities Understand that accurate communication and proper dispatching directly affect the company's ability to provide timely and professional service What We're Looking For Excellent verbal and written communication skills Strong customer service skills and a positive, friendly professional phone presence Excellent organizational skills and attention to detail Ability to multitask and prioritize in a fast-paced environment Dependable, punctual, and accountable Comfortable communicating with customers, technicians, and management throughout the day Basic computer proficiency required; experience with Microsoft and Mac systems a plus Comfortable working with computers, scheduling software, email, and other office systems Plumbing or service industry knowledge is a plus, but not required Ability to learn and understand plumbing services well enough to gather accurate information and appropriately schedule service calls Bilingual (English/Spanish) preferred but not required The Role This position is about more than answering phones and scheduling appointments.

The CSR/Dispatcher is responsible for helping facilitate the flow of information and communication between our customers and our technicians. From the moment a customer contacts Major League Plumbing, the CSR/Dispatcher helps ensure that accurate information is gathered, the customer's needs are properly understood, the service call is scheduled appropriately, and the technician receives the information necessary to provide professional and timely service. Successful performance in this role requires understanding that customer service and dispatching are directly connected. Accurate scheduling, effective communication, proper prioritization, and timely follow-through all contribute to the customer's overall experience. We are looking for someone who takes ownership of their role in that process, pays attention to the details, communicates clearly, and understands that keeping information moving accurately between the customer and technician is essential to providing the level of service Major League Plumbing promises.

Pay:

$20.00 - $23.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance

Language:

English (Required) Spanish (Required)

Work Location:

In person