Customer Service Representative & Dispatcher

Mr. Rooter Plumbing | Lehigh Valley, PA Job Type: Full-time Compensation: $12 - $ 18 Schedule: Monday thru Friday About the Position Mr. Rooter Plumbing is hiring an organized, dependable Customer Service Representative & Dispatcher to support our growing Lehigh Valley operation. You will manage incoming customer calls, book service appointments, dispatch plumbing technicians, and coordinate the daily schedule. You must be comfortable communicating with customers and technicians, adjusting priorities, and keeping jobs moving throughout the day. Key Responsibilities Customer Service & Booking Answer incoming calls professionally and respond to messages and online inquiries. Gather customer information, plumbing concerns, service location, and scheduling needs. Turn qualified inquiries into booked appointments using company procedures. Explain approved service call fees and appointment policies. Confirm appointments and communicate technician arrival windows. Handle customer concerns calmly and escalate issues when necessary. Dispatching & Scheduling Assign service calls based on technician skills, location, availability, and job urgency. Build efficient daily schedules that reduce unnecessary travel and downtime. Monitor technician progress and update the dispatch schedule throughout the day. Adjust assignments when emergencies, cancellations, or jobs running longer than expected affect the schedule. Provide technicians with accurate job details, customer notes, and access instructions. Keep customers informed about delays and scheduling changes. Coordinate return visits and jobs requiring additional parts or equipment. Track job status and confirm that completed calls have the required notes and documentation. Administrative Support & Follow-Up Maintain accurate customer records in company scheduling and service software. Follow up on missed calls, unbooked inquiries, open estimates, and appointment requests. Assist with invoices, payment processing, and payment reminders. Follow up after service and request honest customer reviews. Report scheduling gaps, unresolved customer issues, and daily operational concerns to the owner. Qualifications Previous dispatching, scheduling, or customer service experience preferred. Experience in plumbing, HVAC, electrical, or another home service business is a strong plus. Clear, professional telephone and written communication. Strong organization and ability to manage several tasks at once. Sound judgment when priorities change. Comfortable using dispatch software, customer management systems, email, and digital calendars. Reliable attendance, attention to detail, and consistent follow-through. Ability to learn local service areas and coordinate efficient routes. How Performance Will Be Measured Incoming calls answered and inquiries followed up promptly. Qualified inquiries converted into booked appointments. Technicians receive accurate information and timely assignments. Scheduling gaps and unnecessary travel are minimized. Customers receive clear, timely updates. Records, job statuses, and follow-up tasks remain current. Compensation & Benefits Competitive hourly pay: $ 12 - $ 18 Paid training Opportunities for advancement as the business grows Pay: $12.00 - $18.00 per hour Expected hours: 40.0 per week Benefits: Dental insurance Health insurance On-the-job training Vision insurance Work Location: In person

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