What are the responsibilities and job description for the CSR Dispatcher position at Freeline Plumbing Services?
Description
The Customer Service Representative (CSR) Dispatcher is the first point of contact for customers and plays a critical role in ensuring smooth communication between clients and technicians. This position requires answering calls promptly, following proven call procedures, booking and scheduling jobs, and assisting with dispatch operations.
The CSR ensures that every customer interaction reflects professionalism, empathy, and accuracy. From setting clear service expectations and promoting VIP memberships to following up on pending work and managing payments, the CSR helps create a positive customer experience while contributing directly to the company’s growth and reputation.
Requirements
Key Responsibilities:
The Customer Service Representative (CSR) Dispatcher is the first point of contact for customers and plays a critical role in ensuring smooth communication between clients and technicians. This position requires answering calls promptly, following proven call procedures, booking and scheduling jobs, and assisting with dispatch operations.
The CSR ensures that every customer interaction reflects professionalism, empathy, and accuracy. From setting clear service expectations and promoting VIP memberships to following up on pending work and managing payments, the CSR helps create a positive customer experience while contributing directly to the company’s growth and reputation.
Requirements
Key Responsibilities:
- Maintain at least an 80% booking rate in line with call guidelines.
- Answer incoming calls within three rings, following the “Flow to Success.”
- Reclassify calls in ServiceTitan and promptly return missed calls.
- Book and schedule service calls, supporting dispatch board management and notifying customers of updates.
- Resolve customer inquiries and schedule follow-up work until fully addressed.
- Call customers regarding outstanding estimates and invoices past due.
- Maintain accurate customer records in ServiceTitan, ensuring clean data and categorization of unbooked calls.
- Issue purchase orders as needed and submit required paperwork.
- Arrange payments for booked estimates, including down payments.
- Assist management with projects and administrative tasks as assigned.
- Explain and promote VIP membership benefits to prospective customers.
- Collaborate with office staff, technicians, and management to meet company standards.
- Previous customer service or dispatcher experience preferred (call center, trades, or home services background a plus).
- Previous experience in using ServiceTitan CRM.
- Excellent communication, active listening, and conflict-resolution skills.
- Ability to multi-task in a fast-paced environment while maintaining professionalism.
- Reliable high-speed internet (screenshot of speedtest required).
- Computer or laptop with updated operating system and noise-cancelling headset.
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