What are the responsibilities and job description for the Dispatch/Customer Service Representative position at DRF Water Heating Solutions?
Dispatch / Customer Service Representative
Join Our Team & Help Keep Operations Running Smoothly!
At DRF Installations, we’re looking for a Dispatch / Customer Service Representative who thrives in a fast-paced environment and takes pride in delivering an exceptional customer experience.
In this role, you’ll be a key part of our Operations team—coordinating daily installations, supporting technicians in the field, and serving as a reliable point of contact for our customers. If you’re detail-oriented, organized, and enjoy solving problems in real time, this is a great opportunity to grow your career.
What You’ll Do
Customer Communication & Support
- Handle inbound calls, emails, chats, and texts while providing professional, solution-focused support
- Conduct outbound communication for appointment confirmations, technician arrival windows, and scheduling updates
- Set clear expectations for customers throughout the installation process
- Address escalations with empathy, professionalism, and a customer-first mindset
Dispatch & Operational Coordination
- Route and dispatch technicians based on location, schedules, and operational priorities
- Monitor and adjust schedules throughout the day to manage changes, delays, and urgent requests
- Coordinate with plumbers, subcontractors, retail partners, and internal teams
- Ensure technicians have the necessary permits, products, and job details to complete installations efficiently
- Troubleshoot scheduling conflicts, service issues, and operational challenges
Documentation & Administrative Support
- Maintain accurate customer records, notes, and updates within CRM and dispatch systems
- Audit installation files to ensure required permits, photos, invoices, and documentation are complete
- Process payments securely and update customer accounts
- Support post-installation follow-up and documentation
What We’re Looking For
Qualifications
- High school diploma or equivalent required
- Previous experience in customer service, dispatch, scheduling, or call center environments preferred
- Experience in plumbing, HVAC, home services, or field service operations is a plus
Skills That Set You Apart
- Strong communication skills across phone, email, chat, and text
- Ability to multitask and prioritize in a fast-paced environment
- Excellent problem-solving and organizational skills
- High attention to detail and documentation accuracy
- Ability to stay calm and professional under pressure
- Comfortable using computers, CRM, and dispatch systems
- Team-oriented mindset with the ability to work cross-functionally
Why You’ll Love Working Here
You will be part of a supportive, team-focused environment. We’re committed to professionalism, accountability, teamwork, and delivering a top-tier customer experience in every interaction.
- Full-time opportunities with morning and evening shifts available
- Make a real impact by helping customers every day
- Gain experience across operations, customer service, and coordination
- Ongoing training, coaching, and opportunities to grow
- Generous benefits package including health & welfare benefits and tuition reimbursement
Ready to Join Us?
If you’re motivated, organized, and passionate about delivering great service, we’d love to hear from you.