Dispatcher and Customer Service Representative

Beacon Plumbing is seeking a dependable, tech-savvy, and customer-focused Dispatcher & Customer Experience Coordinator to join our team.

This position serves as the communication hub between customers and technicians while also managing our online presence and ensuring customer satisfaction after each service call. The ideal candidate is calm under pressure, highly organized, professional in communication, and passionate about delivering outstanding customer experiences.

Key Responsibilities Dispatch & Operations

• Answer inbound emergency and non-emergency calls
• Schedule and dispatch technicians efficiently using ServiceTitan
• Prioritize calls based on urgency and availability
• Monitor technician routes and job status updates
• Maintain accurate logs and data entry within the system
• Communicate important updates, traffic issues, and job requirements to field staff

Customer Experience & Quality Assurance

• Conduct follow-up quality assurance calls to ensure customer satisfaction
• Address customer concerns professionally and resolve issues promptly
• Document feedback and escalate issues when necessary
• Help improve internal processes based on customer feedback

Social Media & Online Reputation Management

• Manage company social media accounts (posting, responding to messages, engaging with customers)
• Respond professionally to online reviews (Google, Yelp, etc.)
• Monitor brand reputation and notify management of trends or concerns
• Assist in maintaining a positive and professional online presence

Qualifications

• Previous dispatch experience preferred (home services industry a plus)
• Proficient in ServiceTitan
• Strong computer skills and fast, accurate data entry
• Excellent written communication skills (critical for social media and review responses)
• Outstanding phone etiquette and verbal communication skills
• Ability to multitask in a fast-paced environment
• Strong organizational and time-management abilities
• Professional, polished, and customer-service oriented
• Sound judgment and problem-solving skills

What We Offer

• Competitive hourly pay (based on experience)
• Medical, dental, and vision insurance
• Paid time off
• 401(k)
• Growth opportunities within the company
• Supportive team environment

Why Join Beacon Plumbing?

At Beacon Plumbing, we pride ourselves on professionalism, reliability, and exceptional customer care. This role plays a critical part in both daily operations and maintaining our strong community reputation.

If you are organized, proactive, and passionate about delivering excellent service both on the phone and online, we encourage you to apply today.

Walk-ins welcome or apply directly through Indeed.

Job Types: Full-time, Part-time

Pay: $18.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Dispatching: 1 year (Preferred)

Work Location: In person