CSR - Customer Service Representative/ Dispatcher

Red Lilly Plumbing is a fast-growing family owned plumbing company serving Los Angeles. We are looking for a motivated Customer Service / Dispatcher who is sharp, fast, organized, and cares about doing things right. If you are just looking for a job, this isn’t for you. If you want to grow, learn, and build a career with a company that values its team — we want to talk to you.

Position Overview
You are the first point of contact when customers reach out. You ensure calls get answered, jobs get booked, techs stay moving efficiently, communication stays tight, and customers feel taken care of. You will work directly inside ServiceTitan (our CRM), manage calls, manage our Yelp inbox/responders, schedule jobs, support our techs in the field, and help keep daily operations running smooth.

Primary Responsibilities:

· Answer inbound calls with professionalism, empathy, and urgency

· Identify customer needs and book service calls inside ServiceTitan

· Dispatch calls to technicians based on skillset, location, and priority

· Track techs using real-time GPS through ServiceTitan

· Manage technician schedules and update/communicate changes throughout the day

· Monitor, respond, and manage the Yelp inbox / messages daily

· Document customer notes, conversations, estimates and job status accurately

· Support technicians with job details, parts requests, and next steps

· Maintain high level customer communication + follow up

· Assist with basic office tasks such as payment processing, emails, and filing when needed

Requirements

· Prior dispatching or customer service experience (home service preferred but not required)

· Strong phone and communication skills — calm, clear, and confident

· Ability to multi-task fast under pressure

· Must be organized and detail oriented

· Must be a team player that takes initiative

· Experience with CRM software — ServiceTitan experience a big plus

· Ability to work in a fast paced environment and juggle multiple priorities

· Weekend availability required

Job Type: Full-time

Pay: $23.00 - $26.00 per hour

Benefits:

• Health insurance
• Paid time off
• Parental leave
• Professional development assistance

People with a criminal record are encouraged to apply

Application Question(s):

• Do you have hands-on experience using ServiceTitan?
• How long have you used ServiceTitan in a CSR or dispatcher role?

Ability to Commute:

• Los Angeles, CA 90026 (Required)

Work Location: In person