Temporary Customer Service Representative/Dispatcher in Seattle, Washington at Best Plumbing Group LLC

Well established, family-owned plumbing company is seeking a reliable, organized, and customer-focused individual to provide temporary support to our Dispatch and Customer Service team. In business since 1968, we serve the greater Seattle area. We are looking for temporary help to support our Dispatch and Customer Service team.

The position assists with coordinating service appointments, communicating with customers and technicians, maintaining accurate job information, and supporting daily scheduling operations. The ideal candidate is comfortable working in a fast paced environment, managing multiple priorities, and providing professional customer service.

Duties and responsibilities include:

Dispatching & Scheduling Support

• Assist with scheduling and dispatching service technicians using ServiceTitan software.
• Monitor the dispatch board and help coordinate technician availability, appointment times, and customer needs.
• Support efficient scheduling by considering job urgency, technician availability, geographic location, and travel time.
• Communicate scheduling updates, delays, and appointment changes to customers and technicians.
• Assist with coordinating return appointments, follow-up visits, and jobs requiring additional materials or equipment.
• Help identify scheduling conflicts and communicate potential issues to the dispatch team.

Customer Service & Communication

• Answer incoming customer calls and assist with scheduling service appointments.
• Respond to customer questions regarding appointments, service availability, and general company procedures.
• Gather accurate customer information, including service addresses, contact details, and descriptions of plumbing concerns.
• Communicate professionally with residential customers, property managers, vendors, and commercial accounts.
• Monitor and respond to incoming service requests received by email and other communication channels.
• Provide timely updates to customers regarding technician arrival times, appointment changes, and service status.
• Maintain a professional and composed demeanor when handling urgent requests or dissatisfied customers.

Technician Coordination & Job Documentation

• Communicate with technicians regarding job status, scheduling changes, and additional service needs.
• Assist with technician debriefs and ensure required job information is accurately documented in ServiceTitan.
• Review job notes and update customer or appointment records as necessary.
• Assist with obtaining and documenting customer authorizations and required information.
• Support the coordination of follow-up work, including appointments requiring parts, additional technicians, or customer approval.

Administrative & Operational Support

• Maintain accurate customer records, service histories, and appointment information in ServiceTitan.
• Assist with estimate follow-ups, customer callbacks, and outstanding service requests.
• Monitor shared email inboxes and help ensure incoming requests receive timely responses.
• Assist with documenting customer communications and updating job records.
• Support the Dispatch and Customer Service team with additional administrative tasks as assigned.
• Follow established company procedures for scheduling, customer communication, documentation, and service coordination.

Education & Experience

• High school diploma or GED required.
• Previous experience in customer service, dispatching, scheduling, or office administration preferred.
• Experience in plumbing, HVAC, electrical, or another service-based industry is a plus.
• Experience with ServiceTitan or similar scheduling and customer management software is preferred but not required.

Required Knowledge, Skills & Abilities

• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Professional telephone etiquette and customer service skills.
• Ability to remain calm and make sound decisions under pressure.
• Comfortable learning and using computer-based scheduling and communication systems.
• Proficiency with Microsoft Outlook, Word, Excel, and general computer applications.
• Ability to work collaboratively with dispatchers, technicians, managers, and other office personnel.
• Basic familiarity with the greater Seattle service area or ability to use mapping and navigation tools.
• Dependable attendance, punctuality, and willingness to adapt to changing operational needs.
• Ability to follow established procedures and work independently after appropriate training.
• This is an in office position and requires extensive teamwork with other members of the Best Plumbing workforce.