The Plumbing Dispatcher / Office Assistant is responsible for providing exceptional customer service while coordinating daily field operations. This position serves as the communication hub between customers, technicians, vendors, and office staff to ensure efficient scheduling, accurate documentation, and smooth day-to-day operations.
The ideal candidate is highly organized, detail-oriented, customer-focused, and capable of multitasking in a fast-paced environment.
Primary ResponsibilitiesCustomer Service
- Answer incoming phone calls professionally and courteously.
- Schedule plumbing service calls and estimate appointments.
- Respond to customer inquiries via phone, email, and text.
- Resolve customer concerns or escalate them to management when necessary.
- Maintain a positive customer experience from the initial call through job completion.
- Follow up with customers after service to ensure satisfaction.
- Request online reviews from satisfied customers.
Dispatching
- Schedule technicians based on location, skill level, and priority.
- Dispatch service technicians efficiently throughout the day.
- Monitor technician progress and adjust schedules as needed.
- Communicate appointment updates with customers.
- Coordinate emergency and after-hours service calls.
- Maintain technician productivity and minimize drive time.
- Verify technicians have all necessary job information before dispatch.
Office Administration
- Enter customer information accurately into the CRM.
- Prepare and update work orders.
- Process invoices and customer payments.
- Maintain customer files and service records.
- Assist with filing, scanning, and document management.
- Order office supplies as needed.
- Maintain organized digital and paper records.
Communication
- Maintain constant communication with technicians throughout the day.
- Coordinate with vendors regarding materials and deliveries.
- Assist management with daily operational updates.
- Communicate schedule changes promptly.
- Relay customer concerns accurately to field personnel.
Administrative Support
- Prepare service agreements.
- Process maintenance agreement renewals.
- Assist with permit applications when required.
- Track warranty paperwork.
- Prepare reports for management.
- Assist with payroll documentation and technician time verification.
- Help prepare estimates and proposals when requested.
Marketing & Customer Retention
- Schedule annual maintenance appointments.
- Contact customers regarding preventative maintenance.
- Assist with social media scheduling.
- Update customer contact information.
- Send appointment reminders.
- Maintain customer follow-up lists.
Daily Responsibilities
- Answer incoming calls
- Dispatch technicians
- Schedule appointments
- Monitor technician locations
- Confirm next-day appointments
- Process invoices and payments
- Follow up on unsold estimates
- Update CRM records
- Communicate with vendors
- Assist office staff as needed
- Maintain organized office records
QualificationsRequired
- High school diploma or equivalent
- Minimum 2 years of customer service experience
- Excellent telephone etiquette
- Strong computer skills
- Ability to multitask
- Professional communication skills
- Strong organizational skills
- Attention to detail
Preferred
- Plumbing or HVAC dispatch experience
- Experience using Housecall Pro (or similar CRM software)
- QuickBooks experience
- Microsoft Office experience
- Scheduling and dispatch experience
- Knowledge of residential plumbing terminology
Skills & Abilities
- Outstanding customer service
- Strong problem-solving skills
- Excellent time management
- Ability to prioritize multiple tasks
- Professional appearance and attitude
- Dependable and punctual
- Team-oriented
- Ability to work under pressure
- Strong written and verbal communication
- Positive attitude
Performance Expectations
The Dispatcher / Office Assistant will be evaluated on:
- Phone answering speed
- Customer satisfaction
- Schedule efficiency
- Technician utilization
- Accuracy of work orders
- Appointment confirmation rate
- Maintenance agreement renewals
- Customer review generation
- Attendance and punctuality
- Teamwork and communication
Physical Requirements
- Sit for extended periods
- Frequent computer use
- Occasional lifting up to 20 pounds
- Ability to work in a fast-paced office environment
Work Schedule
- Monday–Friday
- Occasional overtime as needed
- Participation in after-hours dispatch rotation (if applicable)
Core Values
Employees are expected to demonstrate:
- Integrity
- Professionalism
- Accountability
- Teamwork
- Respect
- Continuous Improvement
- Exceptional Customer Service
- Safety First
This role is essential to the success of Plumbing Solutions Central Florida Inc. The Dispatcher / Office Assistant is often the first impression customers have of our company and plays a critical role in delivering a five-star customer experience while supporting efficient daily operations.
Job Type: Full-time
Pay: $19.74 - $20.71 per hour
Education:
- High school or equivalent (Preferred)
Experience:
- House call pro: 1 year (Preferred)
- Plumbing expriance: 3 years (Preferred)
- Dispatching: 5 years (Preferred)
- Customer Service: 5 years (Required)
Work Location: In person
