Dispatcher/Customer Service Representative

Company Overview:

Russell Plumbing and Heating is a leading provider of HVAC and plumbing services, offering top-quality solutions to residential and commercial customers. We pride ourselves on delivering exceptional service and customer satisfaction. We are currently seeking a skilled and motivated Dispatcher to join our dynamic team and help ensure smooth operations in our busy service department.

Position Summary:

As an HVAC/Plumbing Dispatcher, you will be responsible for managing service calls, coordinating schedules, and ensuring that our customers receive timely and efficient service. You will play a vital role in optimizing the daily operations of our HVAC and plumbing teams, ensuring that our technicians are dispatched to jobs promptly and efficiently.

Key Responsibilities:

· Answer inbound calls and respond to customer inquiries, scheduling service appointments for HVAC and plumbing needs.

· Dispatch technicians to job sites in a timely and efficient manner based on customer needs, technician availability, and priority.

· Maintain accurate records of service calls, job details, and customer information in the company’s system.

· Communicate with technicians and customers to ensure clear expectations and provide updates as needed.

· Monitor job progress and follow up with technicians to ensure timely completion and customer satisfaction.

· Coordinate emergency service calls, ensuring prompt dispatch of technicians to urgent situations.

· Maintain and update schedules to ensure the efficient flow of service appointments.

· Assist with other administrative duties as needed to support the operations of the service department.

Qualifications:

· Previous experience in dispatching, customer service, or administrative roles, ideally in HVAC, plumbing, or another related trade.

· Excellent communication and organizational skills.

· Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.

· Proficiency in Microsoft Office and dispatch software (experience with Wintac and/or Housecall Pro is a plus).

· Strong attention to detail and problem-solving skills.

· Customer-focused with a friendly and professional demeanor.

· High school diploma or equivalent; some college or certifications in HVAC/plumbing-related fields is a plus.

Preferred Skills:

· Knowledge of HVAC or plumbing systems.

· Experience in scheduling or dispatching for a service-based company

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 3 years (Required)
• Dispatching: 3 years (Required)

Work Location: In person

Salary : $18 - $23