Customer Service Representative/Dispatcher

About Us

At MAS Plumbing, we take pride in providing top-quality plumbing services with professionalism, reliability, and a personal touch. Our team is growing, and we’re looking for a skilled and detail-oriented Customer Service Representative/Dispatcher to help keep our operations running smoothly.

Schedule & Work Environment
Monday 12 pm - 8 pm (in office)
Tuesday 12 pm - 8 pm (in office)
Thursday 12 pm - 8 pm (in office)
Friday 12 pm - 8 pm (in office)
Saturday 8 am - 5 pm (remote)

Flexible option for partial remote work may be discussed after training and performance evaluation.

Position Summary

The Customer Service Representative/Dispatcher position is a key link between our customers and field technicians. This role is responsible for scheduling, dispatching, and supporting plumbing technicians to ensure jobs are completed efficiently and customers receive outstanding service. This role ensures that late-afternoon, evening and Saturday daytime calls are handled by a live MAS Plumbing team member instead of an answering service. Currently, weekday calls after 4:30 PM and calls on Saturday and Sunday go to a third-party answering service that either assures the customer they’ll receive a call back the following morning during standard business hours, or connects emergencies to the plumber on call.

The Customer Service Representative/Dispatcher role replaces this system with direct, real-time support. You’ll answer calls live, input jobs into our field management software, and, when needed, coordinate with the on-call plumber—eliminating delays and ensuring customers feel taken care of right away.

Responsibilities

- Answer incoming service calls between 12:00 PM – 8:00 PM on Monday, Tuesday, Thursday and Friday - especially after 4:30 PM when calls were previously routed to the answering service.

- Utilize our field management software, Service Fusion, for the following:

• Add a job for each call that comes in.
• Create new customer accounts with the correct contact person, phone numbers, service locations, billing addresses, and more.
• Enter and schedule jobs.
• Assign a plumber to and dispatch jobs.
• Follow up with customers on unscheduled estimates and jobs and maintain updated follow up notes.

- Answer a high volume of calls, listen intently to the caller’s information, and direct calls with a positive attitude and an energetic work ethic.

- Schedule appointments, maintain the plumbers’ daily schedules, and dispatch the appropriate service professionals to the job site.

- Schedule return trips with customers as needed or once parts for the job have arrived to our warehouse.

- Keep organized and updated customer accounts and jobs in Service Fusion and create estimates for customers as needed.

- Provide pricing to our customers as a future responsibility once trained by the owner on our different services.

- Apply for permits, fill out Letter of Intent paperwork, and organize employee folders.

- Communicate with technicians throughout the day to provide job details, updates, and support.

- Provide excellent customer service by keeping clients informed of technician ETAs and job status.

- Coordinate with the on-call plumber for evening emergencies.

- Collaborate with the office team to ensure smooth daily operations.

- Any additional responsibilities to those listed above will be discussed with the owner and may be based on your previous experience.

Requirements

Proficiency in Outlook, Excel, Word

Must be able to type while conversingExcellent written and verbal communication skills

Ability to multi-task, organize, and prioritize work

Work experience with any CRM software for service providing companies

*Preferred: work experience with a previous field management software such as Service Fusion, Service Titan, Field Edge, Jobber

*Preferred: work experience with a conversion software such as Podium

*Preferred: Previous dispatching, scheduling, or customer service experience (plumbing or trades industry a plus)

Team player with a professional and positive attitude

Job Type: Full-time

Pay: $23.00 - $28.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan

Application Question(s):

• Will you be able to reliably commute to Roselle, IL on Monday, Tuesday, Thursday and Friday and be in our office from 12 pm - 8 pm?

Work Location: In person