Dispatcher in Seattle, Washington at Best Plumbing Group, LLC

SUMMARY: The Dispatcher/CSR is responsible for providing exceptional customer service while supporting the daily operations of our plumbing service department. This role serves as a central point of communication between customers, property managers, vendors, and field technicians, coordinating service requests, dispatching technicians, managing work orders, and ensuring timely completion of services. The ideal candidate is highly organized, detail-oriented, able to thrive in a fast-paced environment, and comfortable managing multiple priorities using Service Titan, email, phone, and vendor management systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Answer incoming customer calls and schedule plumbing service appointments.

• Coordinate and dispatch technicians using ServiceTitan to maximize schedule efficiency and customer satisfaction.

• Monitor department email inboxes, chat channels, and vendor portals to ensure timely response to customer, property management, and internal requests.

• Manage work orders and service requests from homeowners, property management companies, HOAs, landlords, and commercial customers.

• Coordinate Approved Service Representative (ASR) work, including scheduling, communication, and tracking completion of approved repairs.

• Monitor technician schedules throughout the day and communicate schedule updates, delays, and arrival windows to customers.

• Maintain accurate customer, property, and service records within ServiceTitan.

• Schedule return visits and coordinate follow-up appointments for ongoing work orders.

• Review completed service calls to ensure required notes, photos, and job information have been submitted.

• Collect customer payments and verify receipt of checks and other forms of payment.

• Communicate professionally and efficiently with customers, property managers, vendors, and field technicians to ensure timely completion of service requests.

• Support office operations and administrative tasks as needed.

EDUCATION and EXPERIENCE:

High school diploma or GED equivalent. Two years related experience and/or training in customer service, dispatching, or project management or equivalent combination of education and experience preferred.

CERTIFICATES, LICENSES AND REGISTRATIONS:

None required

REQUIRED KNOWLEDGE, SKILLS, ABILITIES:

Superior phone, organization, multitasking, and customer service skills.

Basic knowledge of Service Titan or related or related software preferred but not required

Ability to read and comprehend simple written or verbal instructions.

Ability to write routine reports and correspondence.

Computer skills: knowledge of the Microsoft Office suite including Word, Excel, and Outlook, as well as Internet software.

Basic math skills: ability to calculate figures and amounts such as discounts, taxes, and sums.

Geographical knowledge of service area or map reading skills

Knowledge of industry is preferred but not required

Ability to pass a background check and drug screen