Dispatcher/Customer Service Representative

Dispatcher/Customer Service Representative

Lapin Services is seeking a highly experienced and organized Dispatcher/Customer Service Representative to join our team. This role is essential to ensuring efficient operations, exceptional customer service, and profitability through effective dispatching and teamwork in a high-volume environment.

Key Responsibilities:

• Customer Interaction: Answer multiple phone lines, texts, and emails while responding to customer inquiries regarding services such as plumbing repairs, septic pump-outs, drain cleaning, and more. Provide professional customer service by interpreting customer needs, quoting service prices, and promoting Lapin Services’ products and services.
• Dispatching & Scheduling: Efficiently route service technicians using GPS tracking and mapping tools to optimize schedules and ensure timely service delivery. Prioritize jobs based on urgency, location, and resource availability to maximize productivity and profitability. Coordinate with field teams to adjust routes as needed throughout the day to meet customer expectations.
• Data Management: Input and manage data in ServiceTitan, including customer information, marketing details, sales data, and billing preparations. Track daily operations, ensuring accurate documentation of services, customer interactions, and job completions.
• Communication: Maintain open communication channels with technicians, administrative staff, and management through phone, text, email, and internal systems. Provide timely updates to customers and field personnel on schedules, expected arrival times, and service delays.
• Industry Knowledge & Continuous Learning: Gain a strong understanding of the plumbing, septic, and sewer service industry. Continuously learn about field operations and how services are delivered to customers to better support dispatching and customer service functions.
• Teamwork & Support: Assist other administrative team members with overflow tasks and provide backup support when needed. Collaborate with the team to improve processes, enhance service efficiency, and achieve company goals.
• Organization & Filing: Maintain a digital filing system for customer records, service orders, and other essential documents. Ensure all files are organized and up-to-date.
• After-Hours Dispatching: On a rotating basis, handle after-hours dispatching as needed, responding to emergency service calls from the after-hours phone answerer.

Qualifications:

• Minimum of 5 years of dispatching experience in a professional, high-volume environment, preferably within the plumbing, septic, or related service industries.
• Bachelor's degree in business or a related field is preferred.
• Strong organizational skills with the ability to prioritize and multitask in a fast-paced environment.
• Proficient with dispatching software and CRM systems; experience with ServiceTitan is a plus.
• Excellent communication and interpersonal skills for effective team collaboration and customer interaction.
• Ability to remain calm under pressure and solve problems quickly.
• Willingness to learn and adapt to the industry and understand how field operations work to better support technicians and customers.

Benefits:

• Health Insurance: We cover 60% of employee-only health insurance premiums.
• Vision and Dental Insurance: Available to employees at a competitive price.
• Paid Time Off: Enjoy 5 paid holidays per year, plus 7 paid personal days after 6 months of service.
• Referral Program: Receive bonuses for referring candidates who are successfully hired.
• Employee Discounts: Access exclusive discounts for services and products.
• Growth Opportunities: We are committed to your professional development and offer pathways for career advancement.

Compensation:

Pay: From $85,000.00 per year.

Location: Just southwest of downtown Orlando, FL. 3031 40th Street, Orlando, FL 32839. This is not a remote position.

Job Type: Full-time

Pay: From $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Rotating weekends

Experience:

• plumbing or septic: 3 years (Preferred)
• Dispatching: 5 years (Required)

Ability to Relocate:

• Orlando, FL 32839: Relocate before starting work (Required)

Work Location: In person

Salary : $85,000