Customer Service/Dispatcher

Customer Service Representative / Dispatcher

Paulding, OH | Full-Time

Join a team that values people—both our customers and our employees!

Schlatter's Plumbing Heating & AC has proudly served Northwest Ohio for over 25 years. We believe happy customers begin with a happy, supported team. If you're organized, enjoy helping people, thrive in a fast-paced environment, and have a positive attitude, we'd love to hear from you!

Position Overview

As our Customer Service Representative / Dispatcher, you will be one of the first points of contact with our customers. This position plays a dual role in providing exceptional customer service, while coordinating our technicians' schedules to ensure efficient and timely service.

Customer Service

• Answer incoming phone calls promptly, professionally and courteously.
• Schedule service calls, maintenance appointments, and estimate visits.
• Respond to customer inquiries regarding services and scheduling.
• Make outbound calls to confirm appointments.
• Resolve customer concerns or escalate issues when necessary.
• Maintain a friendly, positive, and professional attitude with every customer interaction.

Dispatching

• Dispatch HVAC and plumbing technicians efficiently using Service Titan.
• Monitor technician locations and adjust schedules throughout the day to maximize efficiency.
• Communicate schedule changes with technicians and customers & confirm appointments for the following business day.
• Ensure technicians have complete job information before dispatching.
• Minimize technician drive time whenever possible.
• Prioritize urgent service calls while maintaining scheduled appointments.
• Ensure all jobs have complete notes and pictures.

ServiceTitan Responsibilities

• Accurately enter, create and maintain job details, customer information, and service notes received through multiple communication channels, including online booking, AI messaging, phone calls, email, and text messages.
• Schedule and manage recurring preventative maintenance visits.
• Ensure invoices are properly completed before closing jobs.
• Maintain accurate customer records and equipment history.
• Learn new processes within the Service Titan database to help improve overall business functions and growth.

Administrative Duties

• Assist with filing and document management.
• Collect customer payments when applicable.
• Maintain office supplies
• Support office staff with various administrative tasks.

Team Communication

• Communicate effectively with technicians throughout the day.
• Keep management informed of scheduling issues. Coordinate with installers, service technicians, and sales staff.
• Help maintain a positive team environment.

We're Looking For Someone With:

• High school diploma or equivalent.
• Previous customer service experience required
• Has previous dispatching experience (preferred but not required)
• Has outstanding customer service and communication skills including phone etiquette
• Is proficient with Microsoft Office (Outlook, Word, Excel, etc.)
• Is comfortable learning new software and technology
• Has excellent attention to detail and organizational skills
• Can accurately enter customer information into ServiceTitan
• Remains calm, courteous, professional, and able to multitask in a fast-paced environment
• Enjoys working as part of a team and encourages those around them
• Is proactive in communicating with technicians and customers throughout the day
• Has a willingness to learn about the plumbing, heating, and air conditioning industry
• Is dependable, flexible, and willing to assist wherever needed to help the team succeed
• Ability to participate in an on-call rotation schedule to coordinate emergency and after-hours service calls.

Compensation

$18.00–$22.00 per hour

• Approximately 43 hours per week
• Monthly performance incentive/bonus program

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Colonial Life Accidental Insurance
• Paid Time Off
• Six Paid Holidays
• Simple IRA with 3% Company Match
• Paid Training
• Opportunities for growth and advancement

Why Schlatter's?

We're more than just a plumbing, heating, and air conditioning company—we're a team that genuinely cares about one another. We believe in supporting our employees, investing in their growth, and creating an environment where people enjoy coming to work every day.

If you're looking for a career – not just a job – we'd love to meet you.

Apply Today

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Ability to Commute:

• Paulding, OH 45879 (Required)

Ability to Relocate:

• Paulding, OH 45879: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $22