Customer Service Representative / Dispatcher

Customer Service Representative / Dispatcher

Lapin Services is hiring a Customer Service Representative / Dispatcher to support our service operations in Orlando, FL. This role is responsible for answering customer calls, scheduling service appointments, managing the dispatch board, and coordinating technicians throughout the day.

This is a fast-paced, on-site role for someone who communicates well by phone, stays organized under pressure, and understands that dispatching directly affects customer satisfaction, technician productivity, and daily revenue.

What You’ll Do

• Answer inbound customer calls and accurately capture service needs.
• Communicate clearly, professionally, and empathetically with customers.
• Handle upset or frustrated customers calmly and escalate issues when needed.
• Convert qualified inbound calls into scheduled service appointments.
• Manage the dispatch board throughout the day and make real-time scheduling adjustments.
• Coordinate technician schedules based on urgency, location, availability, workload, and job complexity.
• Create and update service tickets in field service software.
• Track job status updates, delays, completions, and customer follow-ups.
• Support Saturday service operations as part of the regular weekly schedule.

What We’re Looking For

Required:

• High school diploma or equivalent.
• 2+ years of experience in customer service, dispatching, scheduling, or administrative support.
• Ability to manage call volume, type while speaking with customers, and coordinate multiple schedules.
• Strong attention to detail, reliability, and punctuality.
• Clear, confident phone communication.
• Availability to work flexible hours, including one Saturday shift with a weekday off during the same week.

Preferred:

• Dispatch experience in plumbing or a closely related service trade strongly preferred.
• Experience managing a dispatch board and making real-time schedule adjustments.
• Experience using ServiceTitan or similar field service, CSR, CRM, or dispatch software.
• Sales-minded approach with the ability to convert calls into booked jobs.

Compensation

$23 per hour.

Benefits

• Health Insurance: We cover 50% of employee-only health insurance premiums.
• Vision and Dental Insurance: Available to employees at a competitive price.
• 401(k): Available to eligible employees.
• 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.
• Stability: Full-time, long-term career opportunity with an established and growing company.

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

Schedule: Full-time, on-site position. This role includes one Saturday shift, with a weekday off during the same week.

Apply: Qualified candidates are encouraged to apply with a current resume and contributions.

Pay: From $23.00 per hour

Benefits:

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

Education:

• High school or equivalent (Required)

Experience:

• plumbing or related: 2 years (Required)
• Dispatching: 2 years (Required)

Language:

• English (Required)

Ability to Commute:

• Orlando, FL 32839 (Required)

Work Location: In person