Customer Service Representative / Dispatcher

Magnolia Heating and Cooling•Riverside, CA

2d•Onsite

About The Position

Magnolia Heating, Cooling & Plumbing is seeking an experienced Customer Service Representative / Dispatcher to support its residential plumbing operations in Riverside, California. This is a full-time, year-round, in-office position for someone with home services experience, familiarity with plumbing terminology, and required experience using Service Titan. The role involves serving homeowners, coordinating technicians, and keeping a busy daily plumbing schedule running smoothly. The position is scheduled Tuesday through Saturday, 9:00 AM to 6:00 PM, and pays $24.00 per hour. Magnolia describes the office team as important to its customer experience and field operations, and notes opportunities for professional growth and advancement.

Requirements

Service Titan experience is 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.
Comfort communicating with 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 is 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 appointment times, technician arrival updates, and schedule changes to customers.
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.