Customer Service Representative / Dispatcher

We’re looking for an organized, dependable Customer Service & Dispatch Coordinator to keep customers informed and daily service operations running smoothly. You’ll answer inquiries, schedule appointments, dispatch field staff, and coordinate changes throughout the day. Prior hands-on experience with ServiceTitan is required. You must be comfortable using it to manage customer records, book jobs, and coordinate dispatch.

Responsibilities Answer incoming calls, emails, and messages promptly and professionally. Gather accurate customer information and service needs. Book jobs, schedule appointments, and maintain customer records in ServiceTitan. Dispatch field staff based on availability, location, skills, and job priority. Monitor schedules and adjust assignments when delays, cancellations, or urgent requests arise. Keep customers updated on arrival times, schedule changes, and next steps. Maintain accurate job details, work orders, and dispatch notes in ServiceTitan. Coordinate with field staff and management to resolve service issues. Handle customer concerns with patience and escalate issues when needed. Assist with job follow-up, payment questions, and other administrative tasks as assigned.

Qualifications Required: Prior hands-on ServiceTitan experience, including job booking, scheduling, dispatch, and customer record management. Experience in customer service, dispatch, scheduling, or office administration. Strong verbal and written communication skills. Excellent organization, attention to detail, and follow-through. Ability to manage multiple requests and make practical decisions in a busy environment. Professional, patient approach to working with customers and coworkers. Reliable attendance and ability to work 8am-5pm EST (1 hour lunch break).

What success looks like Customers receive clear, timely communication; field staff have accurate job information; and schedules stay organized as daily needs change. ServiceTitan records are accurate and current, issues are followed through, and commitments are met.

How to apply Submit your résumé and a brief introduction to hiring@lemasterplumber.com. Submit a voice sample as well.