Job Description
Best Choice Plumbing & HVAC is hiring a CSR / Dispatcher to support our growing plumbing and HVAC service team.
This role is a strong fit for someone who is organized, professional, calm under pressure, and comfortable keeping customers, technicians, and the schedule moving in a fast-paced service environment.
You will be responsible for answering customer calls, booking jobs accurately, updating job notes, communicating with dispatch and technicians, and helping create a smooth customer experience from the first phone call through the scheduled appointment.
We are looking for someone who takes accuracy seriously. In our business, the call center is the first line of defense for clean scheduling, strong dispatching, good customer communication, and accurate ServiceTitan information.
Who This Role Is For
This role is a good fit if you:
- Have strong phone and customer service skills
- Stay calm when things get busy
- Are organized and detail-oriented
- Can follow scripts, SOPs, and booking procedures
- Are comfortable using computers and CRM systems
- Want to grow into dispatch, lead CSR, or call center leadership
- Understand that accuracy matters when booking service calls
This is not a good fit for someone who dislikes structure, avoids documentation, struggles with customer communication, or does not like working in a fast-paced environment.
Responsibilities
- Answer inbound customer calls professionally
- Book plumbing and HVAC service appointments accurately
- Confirm customer information and service location
- Select the correct job details in ServiceTitan or similar software
- Communicate with customers about appointment windows and expectations
- Support dispatch with scheduling updates and job information
- Communicate clearly with technicians and office team members
- Update job notes, customer details, and call information accurately
- Follow company call booking procedures, scripts, and SOPs
- Help identify urgent calls and escalate when needed
- Support daily schedule efficiency and customer experience
Requirements
- Customer service, call center, dispatch, or scheduling experience
- Strong phone presence and professional communication
- Good computer and typing skills
- Ability to stay calm under pressure
- Strong attention to detail
- Reliable attendance
- Ability to follow processes and accept coaching
- Comfortable working in a fast-paced office environment
Preferred Experience
- Plumbing, HVAC, home service, or trades experience
- ServiceTitan experience
- Dispatch or scheduling experience
- Experience handling high call volume
- Experience working with technicians, field teams, or service departments
Pay
$20–$28/hour depending on experience.
Higher pay consideration may be available for candidates with strong dispatch, ServiceTitan, plumbing/HVAC, or home service experience.
Why Join Best Choice
Best Choice Plumbing & HVAC is growing and building a more organized, process-driven service operation. We are looking for people who want to be part of a team that values communication, accuracy, accountability, and customer service.
What we offer:
- Competitive pay based on experience
- Stable full-time opportunity
- Training and support
- Clear scripts, SOPs, and booking procedures
- ServiceTitan workflow
- Strong team environment
- Opportunity to grow into dispatch, lead CSR, DSR, or call center management
- A role where your accuracy directly supports customers, technicians, and company performance
Schedule
Full-time position. Schedule will be discussed during the interview process.
Pay: $18.00 - $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
