What are the responsibilities and job description for the Dispatch / CSR – Customer Control & Schedule Execution Specialist position at Ninja Heating and Air?
Ninja Plumbing, Heating & Air-Dispatch / CSR – Customer Control & Schedule Execution Specialist
Location: Lehi Utah
Schedule: Wednesday–Sunday, 10:30 AM – 7:00 PM
Pay: Based on experience performance opportunities
About the Role
Ninja Plumbing, Heating & Air is looking for a high-level Dispatch / CSR Specialist to help control our schedule, support our technicians, and deliver an excellent customer experience.
This is not a basic receptionist position.
This role combines:
- Customer communication
- Lead management
- Outbound follow-up
- Schedule control
- Dispatch execution
- Real-time problem solving
You will be responsible for both customer control and schedule execution.
The ideal candidate is:
- Fast-paced
- Organized
- Confident on the phone
- Able to multitask under pressure
- Strong with systems and communication
- Capable of making decisions quickly and accurately
Schedule
Standard Schedule:
- Wednesday–Sunday
- 10:30 AM – 7:00 PM
This role includes:
- Evening coverage
- Weekend coverage
- Live dispatch support during peak hours
Primary Responsibilities
Customer Service Responsibilities
- Answer inbound calls professionally
- Book service appointments
- Manage customer follow-ups
- Respond to new leads quickly
- Work outbound call lists
- Convert opportunities into booked work
- Maintain accurate customer notes in ServiceTitan
Dispatch Responsibilities
- Monitor and manage the dispatch board
- Fill schedule gaps proactively
- Support technicians throughout the day
- Handle reschedules and schedule adjustments
- Prioritize emergency and high-priority calls
- Maintain control of the 3-day board
- Communicate with customers and technicians clearly
What You’ll Be Responsible For
- Managing inbound and outbound opportunities
- Following structured follow-up systems
- Maintaining schedule flow throughout the day
- Supporting revenue generation through proper booking and dispatching
- Making real-time decisions under pressure
- Keeping technicians productive and schedules full
Ideal Candidate Traits
We are looking for someone who:
- Stays calm under pressure
- Learns systems quickly
- Thinks proactively instead of reactively
- Can multitask without losing control
- Understands urgency and priority
- Has strong communication skills
- Enjoys solving problems and controlling workflow
Systems Used
- ServiceTitan
- Slack
- Google Workspace
- Phone/Text platforms
Previous ServiceTitan experience is highly preferred.
Performance Expectations
Success in this role is measured by:
- Booking rate
- Follow-up completion
- Schedule control
- Technician efficiency
- Communication quality
- Ability to maintain a full board
Daily Responsibilities Include
- Responding to new leads within minutes
- Working unscheduled jobs
- Managing follow-ups
- Filling dispatch gaps
- Supporting technicians
- Maintaining future schedules
- Handling customer communication professionally
This Role Is NOT For Someone Who:
- Waits to be told what to do
- Struggles under pressure
- Avoids phone communication
- Cannot multitask
- Has difficulty learning systems quickly
Requirements
- Strong customer service skills
- Strong communication and organization
- Ability to multitask in a fast-paced environment
- Computer proficiency
- Ability to work evenings and weekends
- Dispatch and/or CSR experience preferred
- ServiceTitan experience strongly preferred
About Ninja Plumbing, Heating & Air
We are building a high-performance team focused on:
- Customer experience
- Schedule control
- Professionalism
- Growth
- Accountability
We believe:
“We don’t react to the day — we control the day.”
To Apply
Please send: Resume or any Relevant experience, including service titan to jobs@ninjahvac.com
or call (801) 882-2675