What are the responsibilities and job description for the Customer Service / Dispatcher position at Tioga Plumbing & Electric?
About Us
Tioga Plumbing & Electric is a family-owned and operated, fast-growing company serving both residential and commercial clients across the DFW metroplex. With a reputation for excellence, we specialize in plumbing and electrical services for new restaurant builds, as well as providing expert service to both commercial and residential customers. We are committed to providing top-quality customer service and are looking for driven individuals to join our team!
Position Overview
We are seeking a highly motivated and detail-oriented Customer Service Representative / Dispatcher to join our team. This role combines essential customer service functions with dispatching duties to ensure smooth coordination of our plumbing and electrical service operations. As a key point of contact for both customers and technicians, you will manage service calls, schedule appointments, and ensure that our team delivers efficient, timely service to our clients.
In this full-time, in-office position, you’ll balance handling customer communications, resolving scheduling issues, and dispatching technicians to meet the needs of our clients. If you thrive in a fast-paced environment, have excellent communication skills, and enjoy making an impact on customer satisfaction, this is the perfect opportunity for you!
Duties and Responsibilities
Tioga Plumbing & Electric is a family-owned and operated, fast-growing company serving both residential and commercial clients across the DFW metroplex. With a reputation for excellence, we specialize in plumbing and electrical services for new restaurant builds, as well as providing expert service to both commercial and residential customers. We are committed to providing top-quality customer service and are looking for driven individuals to join our team!
Position Overview
We are seeking a highly motivated and detail-oriented Customer Service Representative / Dispatcher to join our team. This role combines essential customer service functions with dispatching duties to ensure smooth coordination of our plumbing and electrical service operations. As a key point of contact for both customers and technicians, you will manage service calls, schedule appointments, and ensure that our team delivers efficient, timely service to our clients.
In this full-time, in-office position, you’ll balance handling customer communications, resolving scheduling issues, and dispatching technicians to meet the needs of our clients. If you thrive in a fast-paced environment, have excellent communication skills, and enjoy making an impact on customer satisfaction, this is the perfect opportunity for you!
Duties and Responsibilities
- Customer Service:
- Manage inbound customer communications through calls and emails to address inquiries, requests, and issues.
- Schedule and dispatch plumbing and electrical service calls to technicians in a timely manner.
- Collect important customer information to add them to the service schedule.
- Provide exceptional customer service by confirming appointments, answering questions, and addressing concerns.
- Handle customer complaints and issues with effective solutions and a positive attitude.
- Track interactions in the internal CRM system (e.g., ServiceTitan) for cross-functional awareness and relationship building.
- Dispatching:
- Coordinate with field technicians to ensure optimal routing and minimize travel time.
- Monitor job progress and update the status in the company's CRM system.
- Resolve scheduling conflicts and adjust schedules for emergencies or last-minute changes.
- Ensure high levels of customer satisfaction by managing technician availability and job completion times.
- Other Responsibilities:
- Maintain detailed records of service requests, customer interactions, and job statuses.
- Perform light data entry and keep accurate logs of dispatch activities.
- Collaborate with other team members to ensure smooth service operations.
- Support the team with administrative tasks as needed.
- Requirements
- Excellent written and verbal communication skills.
- Ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.
- Strong organizational, time-management, and multitasking skills.
- Previous experience in customer service or dispatching, preferably in the plumbing or electrical industry.
- Experience with ServiceTitan or similar CRM/dispatch software is required.
- Proficiency in Microsoft Office and general office applications.
- Strong problem-solving skills and ability to stay calm under pressure.
- A positive, friendly, and team-oriented attitude.
- Physical Requirements
- Ability to sit for extended periods and use a computer and phone.
- Occasional lifting and carrying of up to 10 pounds.
- Compensation
- $18.00 - $25.00 per hour based on experience.
- Eligible for monthly bonuses when KPIs are met.
- What We Offer
- Competitive hourly wage
- Opportunity for career growth in a rapidly expanding company
- Supportive and dynamic work environment
- Paid training and development opportunities
- Health, dental, and vision insurance
- Aflac
- Vacation
- Company-sponsored events
- Note: This job description is not exhaustive and may be revised to reflect the evolving needs of the company. Management reserves the right to amend duties and responsibilities as necessary.
Salary : $18 - $25
