CSR/Dispatch

POSITION SUMMARY The CSR / Dispatch position is a key connection between Full Stack Plumbing & Well customers, technicians, and office team. This role is responsible for creating a strong first impression with customers, gathering accurate information, booking service opportunities appropriately, and helping coordinate the daily technician schedule so work moves efficiently throughout the day. This is a fast-paced customer service and operations role that requires excellent communication, sound judgment, attention to detail, and the ability to adjust as priorities change. The CSR / Dispatcher must balance the needs of the customer with technician availability, travel time, job type, urgency, skill level, and the overall needs of the business. Success in this position means customers feel heard and cared for, jobs are booked correctly, technicians receive complete and accurate information, schedule changes are communicated quickly, opportunities do not fall through the cracks, and the day runs as smoothly as possible for both customers and the field team. KEY RESPONSIBILITIES Customer Service & Call Handling Answer incoming calls, texts, chats, and other customer communications promptly and professionally. Create a warm, helpful first impression and represent FSP’s customer experience standards in every interaction. Listen carefully to the customer, ask appropriate questions, and gather enough information to understand the service need. Communicate service expectations, scheduling windows, diagnostic or service fees, memberships, payment expectations, and other approved information accurately. De-escalate frustrated customers when possible and involve leadership when an issue requires additional authority or support. Return voicemails, missed calls, web inquiries, and other customer contacts within established response-time expectations. Avoid overpromising. Provide realistic information and communicate clearly when timing or availability changes. Booking & Job Creation Convert qualified customer inquiries into properly booked service appointments whenever appropriate. Create complete and accurate jobs in ServiceTitan, including customer information, service location, issue description, equipment or system information when available, and relevant customer notes. Use the correct job type, business unit, campaign, priority, and other required fields so jobs route and report accurately. Identify urgent or potentially hazardous situations and follow established escalation and scheduling procedures. Confirm service-area eligibility and recognize situations that may require additional review before booking. Identify membership customers and apply appropriate benefits, scheduling considerations, or notes. Review future appointments for completeness and follow up when additional information is needed before the technician arrives. Dispatch & Schedule Coordination Monitor the daily technician schedule and help keep jobs moving efficiently throughout the day. Assign or recommend technicians based on job type, technician skill set, location, availability, workload, and company priorities. Communicate job changes, cancellations, delays, add-on opportunities, and urgent service needs promptly to technicians and appropriate leaders. Watch technician status and job progress in ServiceTitan and follow up when information is missing or a schedule concern develops. Help reduce unnecessary drive time and gaps in the schedule while protecting the customer experience and avoiding unrealistic routing. Coordinate with Field Operations when a job requires a different skill level, additional help, special equipment, or management involvement. Reschedule or move appointments when necessary and communicate changes professionally to affected customers. Work to keep technician schedules productive without sacrificing job quality or creating unreasonable expectations. Customer Communication Throughout the Day Keep customers informed when technicians a…

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