What are the responsibilities and job description for the Customer Service Dispatcher position at NDI Plumbing Inc?
About Us
NDI Heating, Cooling & Plumbing is a trusted, customer-focused service provider committed to delivering high-quality HVAC and plumbing solutions. We are looking for a reliable, organized, and customer-oriented Office Customer Service Representative/Dispatcher/Secretary to join our team. This role is essential in ensuring smooth daily operations and excellent customer experiences.
Position Summary
The Office Customer Service Representative/Dispatcher/Secretary is responsible for supporting office operations through effective communication, organization, scheduling, and customer service. This role coordinates with service technicians, manages customer inquiries, and assists with various administrative tasks.
Key Responsibilities
Customer Service & Communication
- Answer incoming phone calls in a professional and courteous manner.
- Assist customers with service requests, questions, and general inquiries.
- Provide accurate information about company services, scheduling, and policies.
- Maintain a positive, helpful attitude while resolving customer concerns.
Dispatching & Scheduling
- Schedule service appointments for heating, cooling, and plumbing jobs.
- Dispatch and route service technicians efficiently throughout the day.
- Monitor technician progress and adjust schedules as needed.
- Maintain clear communication with technicians regarding job details, updates, and changes.
Office & Administrative Duties
- Perform general office tasks including filing (digital and physical), organizing documents, and maintaining records.
- Enter and update customer information, work orders, and service notes in the company’s digital systems.
- Assist with billing preparation, invoicing, and basic data entry as needed.
- Support office staff and management with administrative projects and tasks.
Recordkeeping & Documentation
- Ensure all service calls, technician notes, and customer communications are accurately documented.
- Manage digital files in company software and maintain organized physical files onsite.
- Track daily workflow, completed jobs, and follow-up needs.
Qualifications
- High school diploma or equivalent required.
- Experience in customer service, dispatching, or office administration preferred (HVAC or plumbing industry experience a bonus).
- Strong communication and interpersonal skills.
- Ability to multitask, prioritize, and stay organized in a fast-paced environment.
- Comfortable using computers, scheduling software, and digital filing systems.
- Problem-solving skills and the ability to remain calm under pressure.
- Proficient in Microsoft office products
- Knowledge of QuickBooks is a plus but not required
What We Offer
- Competitive pay
- On-the-job training
- Supportive team environment
- Opportunities for growth within a growing company
- Benefits after 90 day and 1 year
Pay: $20.00 - $30.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $20 - $30