Customer Service Representative / Dispatcher | 18–20/hr | No Weekends

Vanguard Plumbing Solutions is hiring an experienced Customer Service Representative / Dispatcher to join our growing team in Litchfield, CT. If you're looking for a company that values professionalism, teamwork, and personal growth—and you enjoy helping people while keeping a busy operation running smoothly—we want to meet you. This isn't the place for someone who wants to simply answer phones and collect a paycheck. It's for someone who takes pride in their work, enjoys solving problems, and wants to play an important role in building a company that holds itself to a higher standard. What You'll Earn 18–20/hour based on experience Monday–Friday, 7:30 AM–4:30 PM No weekends Paid holidays Paid time off (PTO) Training and professional development A supportive, professional team environment Why Join Vanguard Consistent weekday schedule with no weekend work A locally owned company where your contributions make a real difference A professional, team-oriented culture that values accountability and excellence The opportunity to work closely with leadership and have a voice in the company's success Modern scheduling and dispatching software (ServiceTitan) A team that supports one another and takes pride in delivering exceptional service The opportunity to grow professionally as Vanguard continues to expand What You'll Do Answer incoming customer calls with professionalism, enthusiasm, and empathy Confidently convert incoming service inquiries into booked appointments Schedule and dispatch plumbing technicians to maximize efficiency and minimize downtime Identify and prioritize emergency service calls Follow up on outstanding estimates and help customers move forward with needed repairs Conduct customer satisfaction calls to ensure an exceptional service experience Maintain accurate customer records, appointments, and job information in ServiceTitan Communicate clearly with technicians and management throughout the day Manage multiple priorities while maintaining a positive, solutions-focused attitude Represent Vanguard Plumbing Solutions with professionalism and integrity Required Qualifications Minimum 1 year of customer service experience; 2+ years preferred Excellent phone communication and interpersonal skills Strong organizational skills and attention to detail Ability to multitask and prioritize in a fast-paced environment Comfortable working with computers and learning new software Ability to communicate confidently and professionally with customers Willingness to learn, accept feedback, and continuously improve Ability to work in person at our Litchfield, CT office Preferred Qualifications Previous dispatching or scheduling experience Experience in the home service industry Familiarity with ServiceTitan or similar customer management software Experience handling customer objections and booking appointments Strong problem-solving and time-management skills You'll Thrive Here If You... Take ownership instead of making excuses Genuinely enjoy helping people and solving problems Stay organized and focused when things get busy Are confident, friendly, and professional on the phone Take initiative instead of waiting to be told what to do Enjoy learning, improving, and being challenged Want to be part of a winning team Hold yourself to a higher standard than everyone around you Take pride in your performance and the experience you provide customers This Position Is NOT For You If... You avoid difficult phone calls or uncomfortable conversations You struggle to follow through on commitments You blame others instead of taking responsibility You're unwilling to learn new systems or adapt to new ideas You need constant supervision to stay productive You're satisfied with doing just enough to get by What Success Looks Like We believe great performance starts with clear expectations and the right support. In this role, you'll be expected to: Maintain an 80% or higher booking rate on incoming service opportuni…

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