Dispatch | Client Care Representative
About The Position
Davis Brothers is hiring an on-site Dispatch & Client Care Representative at its shop on Water Street in Indiana, Pennsylvania. This role is the first point of contact for customers who need heating, cooling, or plumbing service. The representative provides reassuring, professional customer care, identifies customer needs, explains options and pricing, sets expectations, and follows up until issues are resolved. The representative dispatches service technicians and manages schedules based on location, travel time, technician skills, parts, and priority. In coordination with the service manager and office manager, the role balances emergencies with existing appointments, keeps customers informed about arrival times, plans upcoming days and weeks, and fills schedule gaps with maintenance and club-member visits. The representative also supports technicians before they leave for jobs, offers club memberships, records calls in ServiceTitan, and reports on customer satisfaction, issues, and sales. This is a full-time, on-site position at 1075 Water Street, Indiana, PA 15701. Hours are Monday through Friday, 8:00 AM–4:30 PM, with arrival by 7:45 AM to prepare the schedule. The representative is expected to stay until customer calls from the day have been responded to; extended hours may occur during peak seasons and emergencies.
Requirements
- At least 2 years of customer service experience, ideally involving high-volume phone work.
- At least 1 year of scheduling or dispatch experience involving field technicians, drivers, or crews.
- Strategic and critical-thinking skills, including the ability to assess the full schedule and plan ahead.
- Resourcefulness and diligence in finding answers quickly.
- A calm, warm, and professional manner with callers, including upset customers.
- Speed and accuracy, with meticulous attention to data and detail.
- Dependability, punctuality, and reliable follow-through.
- Coachability and eagerness to learn the Davis Brothers way.
- A team-oriented approach that puts customers and coworkers first.
- Strong computer skills and comfort using multiple systems.
- High school diploma or GED.
- Ability to work on-site every shift.
Nice To Haves
- Experience with ServiceTitan or other field service software.
- Background in HVAC, plumbing, or home services.
- Knowledge of the local service area.
Responsibilities
- Answer customer calls warmly and confidently, listen to identify customer needs, explain options and pricing clearly, set honest timing expectations, and follow up until problems are solved.
- Handle upset callers calmly and work to improve their experience.
- Dispatch service technicians, routing work according to location, drive time, skills, parts, and priority.
- Work with the service manager and office manager on scheduling and board strategy.
- Fit emergency calls into the schedule while limiting disruption to existing appointments and updating customers about arrival times.
- Plan schedules for upcoming days and weeks, reserve capacity for emergencies, and fill gaps with maintenance and club-member visits.
- Give technicians the information and support they need before they leave for jobs, protect their time, and help set them up for success.
- Offer club memberships and explain the value of preventive service.
- Accurately log calls in ServiceTitan and report on customer satisfaction, issues, and sales.
Benefits
- Paid time off.
- Medical, dental, and vision insurance.
- IRA with company match.
- Training and room to grow.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
