Dispatch/Customer Service Representative

Dispatch/Customer Service Representative DRF Water Heating Solutions Plainfield, IL Job Details Full-time $20 - $21 an hour 1 day ago Benefits Health insurance Tuition reimbursement Qualifications High school diploma or GED Full Job Description Dispatch / Customer Service Representative Join Our Team & Help Keep Operations Running Smoothly! At DRF Installations , we're looking for a Dispatch / Customer Service Representative who thrives in a fast-paced environment and takes pride in delivering an exceptional customer experience. In this role, you'll be a key part of our Operations team—coordinating daily installations, supporting technicians in the field, and serving as a reliable point of contact for our customers. If you're detail-oriented, organized, and enjoy solving problems in real time, this is a great opportunity to grow your career. What You'll Do Customer Communication & Support Handle inbound calls, emails, chats, and texts while providing professional, solution-focused support Conduct outbound communication for appointment confirmations, technician arrival windows, and scheduling updates Set clear expectations for customers throughout the installation process Address escalations with empathy, professionalism, and a customer-first mindset Dispatch & Operational Coordination Route and dispatch technicians based on location, schedules, and operational priorities Monitor and adjust schedules throughout the day to manage changes, delays, and urgent requests Coordinate with plumbers, subcontractors, retail partners, and internal teams Ensure technicians have the necessary permits, products, and job details to complete installations efficiently Troubleshoot scheduling conflicts, service issues, and operational challenges Documentation & Administrative Support Maintain accurate customer records, notes, and updates within CRM and dispatch systems Audit installation files to ensure required permits, photos, invoices, and documentation are complete Process payments securely and update customer accounts Support post-installation follow-up and documentation What We're Looking For Qualifications High school diploma or equivalent required Previous experience in customer service, dispatch, scheduling, or call center environments preferred Experience in plumbing, HVAC, home services, or field service operations is a plus Skills That Set You Apart Strong communication skills across phone, email, chat, and text Ability to multitask and prioritize in a fast-paced environment Excellent problem-solving and organizational skills High attention to detail and documentation accuracy Ability to stay calm and professional under pressure Comfortable using computers, CRM, and dispatch systems Team-oriented mindset with the ability to work cross-functionally Why You'll Love Working Here You will be part of a supportive, team-focused environment. We're committed to professionalism, accountability, teamwork, and delivering a top-tier customer experience in every interaction. Full-time opportunities with morning and evening shifts available Make a real impact by helping customers every day Gain experience across operations, customer service, and coordination Ongoing training, coaching, and opportunities to grow Generous benefits package including health & welfare benefits and tuition reimbursement Ready to Join Us? If you're motivated, organized, and passionate about delivering great service, we'd love to hear from you.