Dispatch/Customer Service Representative

DRF Water Heating Solutions•Plainfield, NJ

17h

About The Position

Dispatch / Customer Service Representative Join Our Team & Help Keep Operations Running Smoothly! At DRF Installations , we’re looking for a Dispatch / Customer Service Representative who thrives in a fast-paced environment and takes pride in delivering an exceptional customer experience. In this role, you’ll be a key part of our Operations team—coordinating daily installations, supporting technicians in the field, and serving as a reliable point of contact for our customers. If you’re detail-oriented, organized, and enjoy solving problems in real time, this is a great opportunity to grow your career.

Requirements

High school diploma or equivalent required
Strong communication skills across phone, email, chat, and text
Ability to multitask and prioritize in a fast-paced environment
Excellent problem-solving and organizational skills
High attention to detail and documentation accuracy
Ability to stay calm and professional under pressure
Comfortable using computers, CRM, and dispatch systems
Team-oriented mindset with the ability to work cross-functionally

Nice To Haves

Previous experience in customer service, dispatch, scheduling, or call center environments preferred
Experience in plumbing, HVAC, home services, or field service operations is a plus

Responsibilities

Handle inbound calls, emails, chats, and texts while providing professional, solution-focused support
Conduct outbound communication for appointment confirmations, technician arrival windows, and scheduling updates
Set clear expectations for customers throughout the installation process
Address escalations with empathy, professionalism, and a customer-first mindset
Route and dispatch technicians based on location, schedules, and operational priorities
Monitor and adjust schedules throughout the day to manage changes, delays, and urgent requests
Coordinate with plumbers, subcontractors, retail partners, and internal teams
Ensure technicians have the necessary permits, products, and job details to complete installations efficiently
Troubleshoot scheduling conflicts, service issues, and operational challenges
Maintain accurate customer records, notes, and updates within CRM and dispatch systems
Audit installation files to ensure required permits, photos, invoices, and documentation are complete
Process payments securely and update customer accounts
Support post-installation follow-up and documentation