Customer Service Representative / Dispatcher

Magnolia Heating and Cooling • Riverside, CA

7h • Onsite

About The Position

Magnolia Heating, Cooling & Plumbing is seeking an experienced Customer Service Representative / Dispatcher with a background in the residential plumbing industry. This role is crucial for managing customer interactions and ensuring the smooth operation of the plumbing team. The ideal candidate will have experience with Service Titan, understand plumbing terminology, and be adept at handling a fast-paced environment to provide excellent customer service and maintain an efficient schedule.

Requirements

• Service Titan experience required
• Previous CSR, dispatcher, DSR, or call center experience in plumbing, HVAC, electrical, or another residential trade
• Working knowledge of common residential plumbing services and terminology
• Strong phone presence and excellent communication skills
• Ability to multitask and manage a busy service board
• Comfortable communicating with both homeowners and field technicians
• Strong attention to detail and accurate data entry
• Dependable, organized, and able to work well under pressure
• Sales-minded with the ability to turn customer calls into booked appointments
• Positive attitude and team-first mentality

Nice To Haves

• Residential plumbing or home services experience strongly preferred

Responsibilities

• Answer inbound calls and provide friendly, professional customer service
• Schedule residential plumbing service calls and accurately identify customer needs
• Dispatch plumbing technicians based on location, skill set, urgency, and availability
• Manage and adjust the daily service board to keep technicians productive and customers informed
• Communicate with customers regarding appointment times, technician arrival updates, and schedule changes
• Make outbound calls for follow-ups, scheduling, appointment confirmations, and customer needs
• Maintain accurate customer, job, and technician information in Service Titan
• Work closely with plumbing leadership and field technicians to maximize daily efficiency
• Ensure service calls are properly documented and closed out
• Provide an excellent customer experience from the first phone call through completion of service

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k)
• Paid time off
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed