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Customer Service Rep (Sylmar)
LeadingEdge Plumbing & Rooter
Foothill Blvd near Paxton
compensation:
$18-$23/hr based on experience
employment type:
full-time
experience level:
mid level
job title:
Customer Service Rep/ Dispatch
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1. Scheduling and Dispatching:
• Assign and dispatch plumbing technicians and Installers to service calls based on location, availability, and skill set.
• Monitor job progress and adjust schedules as needed to accommodate emergencies or delays.
• Prioritize urgent calls while ensuring efficient use of company resources.
2. Communication:
• Serve as the primary point of contact between the office, customers, and technicians.
• Provide technicians with detailed information about service requests, including job location, scope of work, and any special
instructions.
• Keep customers informed about new sales promotions, appointment times, delays, or changes in service.
3. Administrative Tasks:
• Maintain accurate records of service calls, technician schedules, and completed jobs in the company’s dispatch or CRM system.
• Update and verify customer information and service histories.
4. Problem-Solving:
• Handle scheduling conflicts, last-minute cancellations, or no-shows.
• Resolve issues related to job assignments or customer concerns quickly and effectively.
• Assist in locating or sourcing parts needed for jobs when required.
5. Efficiency and Optimization:
• Ensure that routes and schedules are optimized to minimize travel time and maximize productivity.
• Monitor job completion times and ensure adherence to timelines.
• Provide recommendations to improve dispatching processes and overall operational efficiency.
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Qualifications:
• Must be able to legally work in the USA
• Must have reliable transportation.
• High school diploma or equivalent (required); additional training in logistics or dispatch is a plus.
• Previous experience in dispatching, preferably in the plumbing, HVAC, or home services industry.
• Proficiency in dispatching software, CRM systems, and office tools (e.g., Microsoft Office Suite, Service Titan, Vonage).
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Familiarity with local geography and plumbing terminology is a plus.
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Key Attributes:
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong problem-solving and decision-making skills.
• Friendly, patient, and professional demeanor.
• Maintain a positive attitude and be a team oriented person.
• High attention to detail and accuracy.
• Ability to remain calm and composed in high-pressure situations.
• Ability to maintain professional boundaries.
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Work Environment:
This position is office-based but may involve coordinating with field technicians during extended hours or emergencies. The CSR/Dispatcher may occasionally need to handle after-hours calls or work weekends depending on company needs.
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Compensation and Benefits:
Benefits: (Eligible after 90 days)
• Annual Salary range is between $37,000-$48,000 based on experience.
• Benefits: (Eligible after 90 days)
• Health insurance
• Sick PTO
• Vacation PTO
• Holidays
• 401k (Eligible after 6 months)
- Principals only. Recruiters, please don't contact this job poster.