CSR / Dispatcher – Plumbing Service

Company Overview Company: Joe Cole Plumbing Location: Davie, FL 33324 Job Type: Full-time | In-person Pay: $20.00–$28.00 per hour Joe Cole Plumbing is a full-service plumbing contractor serving residential, commercial, and industrial applications. Job Description Joe Cole Plumbing is looking for an experienced, highly organized, and customer-focused CSR/Dispatcher to join our growing team in Davie, FL! The ideal candidate has a strong background in dispatching field service technicians, managing service appointments, and delivering exceptional customer service in a fast-paced environment. We are seeking someone who can efficiently coordinate daily service operations, prioritize emergency calls, communicate effectively with technicians and customers, and keep schedules running smoothly. Previous experience in the plumbing, HVAC, electrical, or appliance service industry is required. Key Responsibilities Coordinate and dispatch plumbers to residential and commercial service locations, ensuring efficient routing and timely arrivals. Manage daily technician schedules, service appointments, cancellations, and on-call rotations. Prioritize emergency and non-emergency service calls based on urgency, location, and technician availability. Monitor technicians' progress throughout the day and adjust schedules to accommodate delays, emergencies, or last-minute changes. Answer incoming customer calls, schedule appointments, and provide accurate information about our services. Maintain real-time communication with field technicians regarding job updates, customer requests, and service requirements. Deliver exceptional customer service by addressing inquiries, resolving concerns, and following up on service requests. Prepare and process service proposals, quotes, and estimates promptly, meeting established turnaround expectations. Assist technicians with estimates, job documentation, and service closeouts. Maintain accurate customer information, service histories, and job details in company systems. Communicate with residential and commercial customers regarding appointment confirmations, technician arrival times, and service updates. Provide backup support for customer service functions and assist with administrative tasks as needed. Collaborate with management and field technicians to improve scheduling efficiency, operational productivity, and customer satisfaction. Requirements Minimum 5 years of customer service experience , preferably in a call center or service-related environment. Previous experience in plumbing, HVAC, electrical, or appliance service operations is required. Hands-on experience dispatching or scheduling field service technicians. Strong understanding of technician routing, scheduling, and emergency service prioritization. Excellent verbal and written communication skills. Ability to manage high-volume incoming calls while coordinating multiple technicians and service appointments. Strong multitasking, organizational, and problem-solving abilities. Proficiency in Microsoft Office Suite and general computer applications. Ability to remain calm, professional, and efficient under pressure. Strong attention to detail and commitment to delivering excellent customer service. Fluency in English. Preferred Qualifications Experience using ServiceTitan or similar field service management software. Bilingual communication skills in English and Spanish. Experience dispatching multiple field technicians simultaneously. Experience handling emergency service calls and last-minute scheduling changes. Familiarity with service estimates, invoicing, and customer billing. Strong decision-making abilities and a proactive, team-oriented attitude. Ability to adapt quickly to changing priorities in a busy service environment. Benefits Health insurance Dental insurance Vision insurance Paid time off Professional development assistance Education High school diploma or equivalent required. Work Location In person – Davie, FL 33324 …

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