Customer Service Representative / Dispatcher

Omaha Drain | Omaha, NE Job Type: Full-Time Pay: Competitive, based on experience Schedule: Monday–Friday Start Date: ASAP Work Location: In Person Job Summary Omaha Drain is seeking a highly organized, dependable, and motivated Customer Service Representative / Dispatcher to join our growing team. This position plays a critical role in our daily operations. The ideal candidate is someone who thrives in a fast-paced environment, can confidently manage multiple responsibilities, and understands the importance of excellent customer service, efficient scheduling, and clear communication. We are looking for someone who can take ownership of their responsibilities, remain calm under pressure, and help keep our technicians productive and our customers informed. Experience in plumbing, drain cleaning, HVAC, construction, or another home service industry is strongly preferred. Key Responsibilities Customer Service & Call Handling Answer incoming customer calls promptly and professionally. Provide exceptional customer service while maintaining a positive and helpful attitude. Gather accurate customer information, including service addresses, contact information, and descriptions of plumbing or drain issues. Schedule service appointments and accurately enter customer information into the system. Explain company scheduling procedures and set realistic expectations regarding technician arrival. Handle customer concerns, complaints, and questions professionally. Follow up with customers regarding appointments, service updates, and outstanding requests. Identify opportunities to book service calls and convert incoming inquiries into scheduled appointments. Dispatching & Scheduling Coordinate and dispatch service technicians based on availability, location, job priority, and operational needs. Monitor technician progress throughout the day and adjust dispatch schedules as needed. Maintain consistent communication with field technicians and management. Prioritize emergency calls and time-sensitive service requests. Keep customers updated regarding scheduling changes and technician availability. Accurately document customer preferences, scheduling notes, and special instructions. Help minimize technician downtime and maximize daily scheduling efficiency. Work closely with management to resolve scheduling conflicts and operational challenges. Administrative & Office Support Maintain accurate customer records, service notes, and appointment details. Assist with customer follow-ups, estimates, and service-related documentation. Support daily office operations and communication between departments. Follow established company procedures and maintain organized records. Assist with additional administrative duties as assigned. Required Qualifications Previous customer service experience. Strong verbal and written communication skills. Excellent multitasking, organization, and time-management abilities. Ability to work efficiently in a fast-paced, high-volume environment. Strong attention to detail and accuracy. Ability to handle difficult customer situations calmly and professionally. Comfortable using computers, scheduling software, and multiple communication systems. Dependable attendance, punctuality, and a strong work ethic. Ability to work independently while contributing to a team environment. Willingness to learn and follow established processes. Preferred Qualifications Previous dispatching or scheduling experience. Experience in plumbing, drain cleaning, HVAC, electrical, or another home service industry. Familiarity with service management or dispatch software. Experience handling high call volumes. Experience with customer retention, appointment booking, and call conversion. Knowledge of the Omaha metro area and surrounding communities. Compensation & Benefits Competitive hourly pay based on experience. Health insurance. Dental insurance. Vision insurance. 401(k) retirement plan. Opportunities for professional development and advance…

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