Customer Service Representative/Dispatcher
About The Position
Masters Plumbing is looking for an energetic, confident, and organized Customer Service Representative/Dispatcher who is ready to make things happen. This role serves as the voice of the company and the first impression for customers. The representative will answer questions, book appointments, coordinate service teams, and ensure customers feel taken care of. The ideal candidate is competitive, upbeat, solution-oriented, and possesses an "I'll figure it out" attitude. This position plays an important role in keeping technicians productive and customers happy, balancing customer service, scheduling, sales opportunities, and teamwork.
Requirements
- 1–2 years of customer service, call center, office, or administrative experience
- Strong communication and active listening skills
- Comfortable talking with customers on the phone
- Strong computer and organizational skills
- Ability to multitask and stay calm when things get busy
- Comfortable learning new technology and systems
- Reliable, accountable, and ready to be part of a team
- A positive, competitive, “let’s get it done” attitude
- Ability to pass a background check and drug screening
Nice To Haves
- Experience in the home-services industry is a plus
- Experience with ServiceTitan or another CRM/scheduling system is a plus
- Likes to win
- Enjoys talking to people
- Doesn't get rattled when things get busy
- Takes ownership instead of making excuses
- Looks for solutions instead of problems
- Gets satisfaction from helping people
- Understands that every phone call is an opportunity
Responsibilities
- Answer incoming calls and emails with confidence, professionalism, and a friendly attitude
- Schedule and confirm appointments across multiple home-service brands
- Listen to customers, understand what they need, and find solutions quickly
- Help manage urgent customer needs and service concerns
- Coordinate with dispatchers, technicians, and leadership to keep appointments running smoothly
- Accurately enter and update customer information in CRM
- Follow up on missed appointments, service issues, and customer feedback
- Have an “always say YES” mentality—look for every opportunity to help the customer and book the job
- Make outbound calls when inbound call volume is slower to help keep our teams busy
- Educate customers on maintenance plans and confidently present solutions that make sense for their homes and businesses
- Help create an experience that makes customers want to call us again
Benefits
- Paid medical for employees, with affordable family options
- Vision and dental plans with low premiums
- HSA and copay plan choices
- 401(k) with competitive matching: 100% up to 3%, 50% from 3–5%
- PTO and 6 paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
