What are the responsibilities and job description for the Lead CSR / Dispatcher position at BlueBird Plumbing?

Lead CSR / Dispatcher-$22-$30 / hr Bonuses

Why BlueBird Plumbing?

At BlueBird Plumbing, we believe in more than just doing a job; we believe in doing it right and doing it together. We’re a dynamic and forward-thinking team, constantly innovating and always putting our customers first. Our workplace is a hub of creativity, collaboration, and growth, where your ideas matter, your efforts are recognized, and your career can truly take flight.

Are you ready to soar with a company that’s redefining the plumbing industry? At BlueBird Plumbing, we don’t just fix pipes—we build trust, deliver excellence, and create lasting relationships with our customers. As a leading name in the market, our commitment to quality and customer satisfaction has set us apart, and now, we’re looking for passionate individuals to help us take our success to new heights!

Job Summary :

The CSR / Dispatcher will be responsible for handling inbound and outbound calls, dispatching technicians to customer locations, and ensuring effective communication with customers via LSA (Local Service Applications) and Dunzo platforms. At BlueBird Plumbing we take a team approach and therefore the ability to adapt, change, and be willing to step in wherever needed is required in every role. This role requires a combination of customer service excellence, operational efficiency, and strong coordination between various teams to ensure timely and satisfactory service delivery.

Education and Experience :

2 years of customer service experience required
At least one year of dispatching experience preferred
High School Diploma or equivalent
Service Titan experience strongly preferred
Experience with LSA and Dunzo a plus

Duties and Responsibilities :

Customer Communication :

Handle 50-100 inbound and outbound calls from / to customers each day.

Address customer inquiries, issues, and service requests in a professional and timely manner.

Provide clear communication regarding service timelines, updates, and troubleshooting as needed.

Use LSA and Dunzo for effective coordination with customers and internal teams.

Technician Dispatch :

Dispatch technicians based on customer needs, urgency, and location.

Ensure that dispatch decisions align with company policies and operational efficiency.

Track technician location and job status to ensure timely response and resolution.

Customer Satisfaction (Happy Calls) :

Conduct "happy calls" to ensure customers are satisfied with the service and gather feedback for continuous improvement.

Document feedback and escalate any issues or concerns to the appropriate department for resolution.

Follow-up with customers post-service to ensure satisfaction and resolve any complaints.

Invoice Review :

Review customer invoices for accuracy and completeness.

Ensure that billing matches the services rendered and dispatch logs.

Address any discrepancies with customers or internal departments.

Meet Key Performance Indicators :

100 calls (combined inbound and outbound) per day.

Ensure that technicians are dispatched within a timely window.

Dispatch the correct assignment based on technician skill set, location, and service requirement.

Maintain a response time of under 10 minutes for 95% of messages and provide 100% accurate updates to customers.

Achieve an 85-90% customer satisfaction rating from happy calls and resolve 95% of issues within 24 hours.

98% accuracy in invoices with less than a 2% error rate in billing.

Maintain a balanced workload with an average of 80% of tasks completed on time (calls, dispatches, invoicing).

Other Duties as Assigned

If you are looking for a company to grow with, please apply!

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Salary : $22 - $30

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