Dispatcher and Customer Service Representative

Secretary & Job DispatcherNeels Ideal Plumbing, Heating & Air

Job Overview

Neels Ideal Plumbing, Heating & Air is seeking a dependable, organized, and professional Secretary & Job Dispatcher to join our team. This position is an important part of our daily operations and serves as the main connection between our customers, technicians, and office.

The ideal candidate is friendly, confident on the phone, highly organized, able to multitask, and comfortable working in a fast-paced service environment. You will be responsible for answering customer calls, scheduling service appointments, dispatching technicians, communicating job details, and helping keep our daily operations running smoothly.

This is a hands-on position where attention to detail, communication, and the ability to stay calm and organized when the schedule gets busy are essential.

Key ResponsibilitiesCustomer Service & Phones

• Answer incoming customer calls in a professional and friendly manner.
• Schedule plumbing, heating, air conditioning, drain cleaning, and other service calls.
• Gather accurate customer, property, and service information.
• Communicate with customers regarding appointment times, technician arrival times, and job updates.
• Handle customer questions, concerns, and scheduling changes professionally.
• Follow up with customers regarding completed work, estimates, invoices, and future service needs.
• Maintain a positive and professional relationship with customers.

Job Dispatching

• Dispatch technicians to service calls based on location, availability, skill set, and urgency.
• Monitor the daily schedule and make adjustments as needed.
• Communicate job details, customer information, and special instructions to technicians.
• Keep track of technicians throughout the day and monitor job progress.
• Coordinate emergency and priority service calls.
• Help optimize technician routes and scheduling to reduce unnecessary travel time.
• Communicate schedule changes to both technicians and customers.
• Ensure technicians have the information and materials needed before heading to a job whenever possible.

Office & Administrative Duties

• Enter customer and job information accurately into the company's scheduling and dispatch system.
• Maintain organized customer records and service history.
• Process invoices, payments, estimates, and other job-related paperwork.
• Assist with accounts receivable and collecting outstanding balances.
• Communicate with vendors, suppliers, property managers, homeowners, and other businesses as needed.
• Assist with ordering parts and materials when requested.
• Maintain office files, records, and documentation.
• Assist the owner and management team with day-to-day administrative tasks.

Communication & Team Support

• Maintain clear communication between customers, technicians, management, and vendors.
• Relay important job information to technicians before and during service calls.
• Help technicians stay informed about schedule changes and additional calls.
• Communicate professionally through phone, text, email, and other company communication systems.
• Help resolve scheduling conflicts and unexpected issues throughout the day.

Requirements

• Previous experience in dispatching, customer service, office administration, plumbing/HVAC, construction, or a related service industry is preferred.
• Excellent verbal and written communication skills.
• Professional and friendly phone etiquette.
• Strong organizational and time-management skills.
• Ability to multitask and prioritize several jobs and phone calls at once.
• Comfortable working in a fast-paced environment.
• Strong attention to detail and accuracy.
• Basic computer skills and familiarity with Microsoft Office, email, scheduling software, and data entry.
• Ability to learn company-specific scheduling, dispatch, and invoicing software.
• Must be dependable, punctual, and able to work independently.
• Ability to remain calm and professional when dealing with difficult customers or unexpected scheduling issues.
• Must be a team player and willing to assist wherever needed.

Preferred Qualifications

• Previous experience dispatching service technicians.
• Experience with plumbing, HVAC, electrical, construction, or another home-service company.
• Familiarity with scheduling and dispatch software.
• Knowledge of service-call scheduling and technician routing.
• Experience handling multiple phone lines.
• Experience with invoicing, estimates, payments, and customer accounts.
• Knowledge of local service areas and the ability to efficiently route technicians.

What We Are Looking For

The right person for this position will be the voice of Neels Ideal Plumbing, Heating & Air. We are looking for someone who takes pride in providing excellent customer service and understands that the office plays a critical role in keeping our technicians productive and our customers happy.

You should be someone who can:

• Answer the phone with a positive attitude.
• Stay organized when the phones are busy.
• Keep track of multiple technicians and jobs at the same time.
• Think quickly and solve scheduling problems.
• Communicate clearly with customers and employees.
• Pay attention to the small details.
• Take ownership of your responsibilities.
• Work well as part of a team.
• Represent Neels Ideal Plumbing, Heating & Air in a professional manner.

Pay: $15.00 - $20.00 per hour

Expected hours: 40.0 per week

Work Location: In person

Salary : $15 - $20