Customer Service / Dispatcher

Affordable Plumbing Solutions is looking for a sharp, dependable Customer Service Representative and Dispatcher to join our office team.

This is not a quiet receptionist position where every day follows the same routine. We are a busy plumbing service company, and our schedule can change from hour to hour. One minute you may be booking appointments and answering customer questions. The next, you may be rearranging technicians, communicating delays, responding to an urgent plumbing problem, and trying to fill an unexpected opening in the schedule.

The right person will be friendly and professional, but friendliness alone is not enough. We need someone who can think critically, make good decisions, communicate clearly, and keep moving when several things need attention at once.

What This Position Involves

As a Customer Service Representative and Dispatcher, you will help manage the daily flow of our service department from the first customer call through the completion of the job.

Responsibilities include:

• Answering incoming customer calls, emails, and text messages
• Listening carefully and gathering accurate information about plumbing concerns
• Scheduling service appointments based on urgency, location, technician availability, and the type of work needed
• Dispatching technicians and adjusting the schedule as jobs change throughout the day
• Communicating arrival windows, delays, and schedule changes with customers
• Keeping technicians and office staff updated with accurate information
• Entering customer information, job details, notes, and appointment updates into company systems
• Following up with missed calls, unscheduled customers, open estimates, and potential appointments
• Looking for opportunities to fill cancellations and openings in the schedule
• Processing payments and assisting with general office responsibilities
• Helping customers feel heard and cared for, even when we cannot give them the exact answer or arrival time they hoped for
• Remaining productive during slower periods without needing to be continually given another task

The Person We Need

The strongest candidate will have calm urgency. You move quickly and understand that customers need timely help, but you do not become frantic when the phones get busy or the schedule changes.

You should also be someone who:

• Can manage several responsibilities without losing important details
• Understands that the correct decision may change as new information becomes available
• Can separate a true emergency from a situation that is inconvenient but can safely wait
• Is comfortable making routine decisions without needing permission for every adjustment
• Looks for solutions instead of stopping at “we are already full”
• Can encourage customers to schedule service without sounding pushy or scripted
• Remains professional with upset customers and stressed coworkers
• Follows through on callbacks, appointment requests, and promises
• Recognizes patterns and learns which technicians, job types, and locations work well together
• Can hustle when the office is busy and create productive work when the phones are quiet
• Takes responsibility for mistakes and helps correct them
• Understands that the goal is not simply to answer the phone—it is to help the customer and keep the service schedule moving

A Realistic Look at the Job

Some days, the phone barely stops ringing. You may have two calls coming in, a technician running behind, a customer asking for an exact arrival time, and another customer trying to explain a leak without knowing where the water is coming from.

Other days, the schedule may suddenly open up. On those days, we need someone who will follow up with customers, work missed opportunities, fill openings, and actively help generate work instead of waiting for the phone to ring again.

There are firm company procedures that must always be followed, but dispatching also involves a great deal of judgment. The answer is often “it depends,” and the right person must be able to gather information, consider the options, make a reasonable decision, and adjust when circumstances change.

Required Qualifications

• Strong verbal and written communication skills
• Excellent listening skills and attention to detail
• Ability to remain calm and professional in a fast-changing environment
• Strong critical-thinking and problem-solving ability
• Dependable attendance and punctuality
• Comfortable using computers, phones, email, text messaging, and online calendars
• Ability to learn and use multiple software systems throughout the day
• Comfortable speaking with customers by phone for much of the workday
• Willingness to receive feedback, learn company procedures, and take accountability
• Ability to work full-time in our Perry, Georgia office
• At least 18 years old
• Legally authorized to work in the United States

Experience in any of the following areas is helpful:

• Customer service
• Dispatching
• Scheduling
• Home service companies
• Call centers
• Property management
• Medical or service scheduling
• Hospitality
• Sales or appointment booking
• Office administration
• CRM or customer management software
• Google Calendar or Google Workspace
• Multi-line phone systems

Previous plumbing experience is not required. Plumbing terminology and our systems can be taught. Judgment, resilience, communication, work ethic, and common sense under pressure are much harder to teach.

Schedule

This is an in-office position, we are open to full or part-time for the right candidate.

Typical office hours:

• Monday through Thursday: 8:00 a.m.–5:00 p.m.
• Friday: 8:00 a.m.–4:00 p.m.

Applicants must be able to report to work consistently and on time. Occasional schedule flexibility may be needed based on business demands.

Benefits

Eligible employees may receive:

• Paid time off after the applicable introductory period
• Access to supplemental Aflac benefits
• Company contribution toward eligible benefits after one year
• On-the-job training
• Opportunities to learn and grow within an established local service company
• A supportive, team-oriented work environment

Additional benefit eligibility and details will be discussed during the hiring process.

About Affordable Plumbing Solutions

Affordable Plumbing Solutions is a local, family-owned plumbing service company serving Middle Georgia. Since 2013, we have built our reputation by taking care of customers, standing behind our work, and treating people the way we would want to be treated.

Our office team plays a major role in that experience. The person answering the phone is often the first voice a stressed homeowner hears, and we take that responsibility seriously.

How to Apply

To be considered, applicants must complete the full employment application on our website:

https://forms.gle/VUZ6ZBXKnWtp9QZF6

A résumé may be uploaded with the application, but a résumé does not replace the required application.

Please do not call the office to ask about the status of your application. Candidates selected for the next step will be contacted directly.

Affordable Plumbing Solutions is an equal opportunity employer. Employment decisions are made based on qualifications, experience, business needs, and the applicant’s ability to perform the essential responsibilities of the position.

Applications submitted solely through Indeed will NOT be considered.

Pay: $13.00 - $18.00 per hour

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $13 - $18