Customer Service Representative / Dispatcher

Lambert Plumbing & Heating

Customer Service Representative / Dispatcher

Location: Poughkeepsie, NY

Company Overview

Lambert Plumbing & Heating, a trusted, family-owned plumbing and HVAC provider, has been proudly serving the Hudson Valley for over 70 years. We are committed to offering superior customer service, exceptional workmanship, and a seamless experience from the first call to service completion.

Our Core Values Include:

• Integrity & honesty
• Excellence in customer care
• Effective communication & teamwork
• Growth, mentorship, and ongoing professional development

If you're looking to contribute to a small, supportive team where your role truly matters, we encourage you to apply!

Job Description

We are seeking a Customer Service Representative/Dispatcher who thrives in a fast-paced setting, communicates clearly, and enjoys assisting customers. As a key member of our team, you will serve as the first point of contact for customers, ensuring they receive timely service and attention. You'll be responsible for answering inquiries, scheduling appointments, processing payments, and dispatching technicians to various job sites. This role demands strong organizational skills, a positive demeanor, and a passion for problem-solving.

Key Responsibilities

• Answer inbound calls, providing friendly and professional service to customers
• Schedule and manage service appointments, ensuring efficient technician dispatch
• Process customer payments and address basic account-related questions
• Dispatch plumbing and HVAC technicians to job sites and track their progress
• Adjust technician schedules as needed to ensure optimal service delivery
• Maintain clear communication between customers, technicians, and leadership
• Keep the front office organized and operational
• Manage inventory and order office supplies as needed
• Assist with administrative tasks such as filing and maintaining records
• Provide empathetic, solution-focused customer service and ensure customer satisfaction
• Proactively address and resolve customer concerns in a professional manner

Qualifications

• Previous experience in customer service, dispatching, or a similar field
• Strong communication skills, with a friendly, clear, and professional tone
• Ability to multitask efficiently and maintain composure under pressure
• A positive, adaptable attitude with a problem-solving approach
• Experience with CRM/dispatch software such as ServiceTitan is a plus
• Familiarity with HVAC or plumbing systems is helpful, though not required

Compensation & Benefits

• Full-time, in-office position
• W-2 employment status
• Pay range: $18 to $25 per hour (based on experience)
• Performance-based bonuses
• Comprehensive health benefits
• Generous paid time off (PTO)
• Educational assistance and training opportunities
• Career advancement and growth potential within the company
• Company-sponsored events and team appreciation initiatives

Why Lambert Plumbing & Heating?

• A supportive, family-oriented culture where you are valued
• Stability with a well-established local business
• Leadership that listens to your input and fosters a collaborative environment
• Professional growth and career development opportunities
• An opportunity to make a real difference and impact every day

Equal Opportunity Employer

Lambert Plumbing & Heating is proud to be an Equal Opportunity Employer. We are dedicated to fostering an inclusive and diverse workplace and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information, military status, or any other protected category. We offer reasonable accommodations in compliance with applicable law for applicants and employees.