What are the responsibilities and job description for the Customer Service Representative/Dispatcher position at Chen Plumbing?
Company Overview
Chen Plumbing is a leading residential plumbing company proudly serving the Atlanta area since 1998. Built on a foundation of integrity, technical excellence, and genuine customer care, we’ve grown steadily over 25 years to become a trusted name in the community. As our company continues to expand, we’re seeking dedicated professionals who share our commitment to quality and service.
About the Role
As a Customer Service Representative (CSR)/Dispatcher at Chen Plumbing, you are the first point of contact for our customers and a key player in the day-to-day success of our operation. You’ll handle inbound customer calls and texts, coordinate job details, communicate with our plumbing team, dispatch jobs to our technician, manage the dispatch board, and ensure each customer receives timely, clear, and courteous service. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.
Key Responsibilities
- Answer incoming phone calls and respond to customer text messages promptly and professionally.
- Book service appointments, answer service-related questions, and confirm job details with customers.
- Dispatch technicians to ensure smooth job scheduling and updates.
- Document all customer interactions and job notes accurately in our system.
- Follow up on open issues, reschedules, or delays and keep customers informed every step of the way.
- Address customer concerns with empathy and professionalism, escalating issues when needed.
Minimum Requirements
- 2–3 years of customer service experience (plumbing or home services industry preferred).
- Reliable transportation to and from our Norcross office.
- Strong verbal and written communication skills.
- Comfortable using computers, scheduling software, and web-based messaging platforms.
- High school diploma or GED.
- Ability to sit and remain focused for extended periods.
Benefits
- Competitive hourly pay
- Health insurance
- 401(k) with 4% company match.
- PTO, paid sick days
- Weekly pay via direct deposit.
- No on-call or weekend shifts.
- Ongoing training and career development.
- Close-knit team in a family-run business.
In addition to submitting your application, please call 470-822-9102 to complete the next step in our hiring process.
Job Type: Full-time
Pay: $18.00 - $25.00 per hour
Benefits:
- 401(k) matching
- Health insurance
- Paid time off
- Referral program
Application Question(s):
- Why are you looking to leave your current job position?
- What is a specific example of a time you had to deal with a difficult customer service situation, and how did you resolve it?
- Are you available to work Monday through Friday in Norcross on either a 12:00–8:00 PM shift or an 11:00 AM–7:00 PM shift?
Work Location: In person
Salary : $18 - $25