Customer Service Representative/Dispatcher

We serve family-owned and owner-operated home service businesses (i.e. plumbing/hvac) on Housecall Pro, ServiceTitan, and comparable field service platforms.

We equip them with the operational infrastructure and talent to run day to day operations, so they can focus on field development, sales, and growth.

Responsibilities:

• Answer incoming calls and schedule appointments in HouseCall Pro or equivalent(ServiceTitan, Jobber).
• Handle overflow and after-hours customer inquiries.
• Manage customer calls professionally through VoIP tools (e.g., RingCentral/AT&T Office@Hand) and correspond with the internal team.
• Follow company scripts and prompts to guide a smooth, consistent booking process.
• Ask relevant plumbing-related diagnostic questions to capture accurate job details for dispatch.
• Maintain detailed, accurate customer records in the CRM system.
• Support lead tracking via marketing/lead dashboards (e.g., Scorpion, Chirp) where applicable.
• Complete other administrative tasks as needed.

KPIs/Performance Expectations:

• Sub-5 minute speed to lead
• Answer at least 95% of incoming calls (missed calls under 5%)
• Book at least 70% of qualified inbound calls into a job
• Close at least 85% of booked estimates (excluding cancellations)
• Assign a technician to every booked job within 5 minutes
• Get technicians to the job on time, at least 85% of the time
• Follow the booking and scheduling process correctly in HouseCall Pro at least 95% of the time
• Keep same-day reschedules and cancellations under 8 per week
• Score at least 8 out of 10 on call quality reviews

Requirements:

• 2+ years of customer service experience, ideally in HVAC, plumbing, or another home services trade.
• Familiarity with HouseCall Pro or similar dispatching/scheduling software(ServiceTitan, Jobber).
• Strong verbal and written English communication skills.
• Ability to multi-task and manage high call volumes while maintaining professionalism.
• Comfortable working with VoIP systems and lead tracking software.

Requirements (Nice to have):

• Prior plumbing or HVAC industry knowledge.
• Experience with objection handling or win-back calls.