Customer Service & Dispatch Coordinator

Customer Service & Dispatch Coordinator Massie Creek Plumbing | Beavercreek, Ohio Pay: $21.00–$25.00 per hour, based on experience Job Type: Full-Time, In-Person Schedule: Monday–Friday, 7:30 AM–4:00 PM Location: Beavercreek, OH About Us Massie Creek Plumbing is a locally owned, family-operated residential plumbing company dedicated to providing dependable service, quality workmanship, and exceptional customer care. We take pride in our reputation, the relationships we've built with our customers, and the hardworking team that makes our business successful. As our company continues to grow, we are looking for a dependable, organized, and motivated Customer Service & Dispatch Coordinator to join our office team. This is an excellent opportunity for someone who enjoys a fast-paced work environment, takes pride in staying organized, and is interested in building a long-term career with a growing local business. Position Overview The Customer Service & Dispatch Coordinator plays a vital role in the daily operations of Massie Creek Plumbing. This individual will work alongside another Customer Service Representative to provide exceptional customer service while taking primary responsibility for coordinating service appointments, dispatching our plumbing technicians, and maintaining an efficient daily schedule. The ideal candidate is a confident communicator, highly organized, comfortable with technology, and able to remain calm and professional when priorities change. We are looking for someone who can take initiative, solve problems, and help keep our office and field operations running smoothly. Key ResponsibilitiesDispatching & Scheduling Coordinate daily schedules and dispatch service calls for our team of five plumbing service vehicles. Assign service calls based on technician availability, location, job requirements, and urgency. Monitor technician schedules throughout the day and make adjustments as necessary. Prioritize emergency service requests while maintaining existing customer appointments. Communicate job assignments, schedule changes, cancellations, and relevant customer information to technicians. Keep customers informed of appointment confirmations, arrival windows, delays, and scheduling changes. Coordinate return visits, follow-up appointments, and unfinished service calls. Work to minimize unnecessary travel time, scheduling gaps, and technician downtime. Maintain accurate and organized scheduling records. Communicate scheduling conflicts and operational concerns to management. Customer Service & Communication Answer incoming telephone calls promptly, courteously, and professionally. Schedule service appointments, repairs, and estimates. Gather accurate customer information and detailed descriptions of plumbing concerns. Explain company service fees, scheduling procedures, and general policies. Identify urgent plumbing issues and coordinate appropriate responses. Respond to customer questions and concerns with patience and professionalism. Handle customer complaints appropriately and escalate situations to management when necessary. Return missed calls, respond to voicemails, and follow up on customer inquiries. Work collaboratively with another Customer Service Representative to ensure consistent telephone coverage and a positive customer experience. Software & Administrative Responsibilities Accurately enter and maintain customer information, service requests, and job records. Utilize scheduling and customer management software to coordinate daily operations. Assist with the implementation and transition to a new field service management software platform. Learn new software systems and help establish efficient, consistent office procedures. Maintain accurate digital records and ensure information is properly documented. Assist with organizing service paperwork and completed job information. Follow up on outstanding appointments, pending estimates, and customer service requests. Provide gener…

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