Dispatcher - Customer Service Representative

Fathom Plumbing Solutions • Ann Arbor, MI

2d • Onsite

About The Position

Fathom Plumbing Solutions in Ann Arbor, MI, is hiring a part-time Dispatcher - Customer Service Representative. This is a part-time, in-office role with an hourly range from $18 to $28 per hour, depending on your experience and skills. You will work part-time shifts that always fall within our business hours: Monday through Friday, 7:30 AM to 4:30 PM. Shifts may vary but will be scheduled during these times at our Ann Arbor, MI office. As a Dispatcher - Customer Service Representative, you will spend your days answering inbound calls and web inquiries with professionalism and care, capturing job details, and educating customers about our services. You will manage a 2-week forward-looking schedule, carefully dispatching technicians based on priority, geography, and skillset. You'll communicate daily adjustments to the field team and ensure every job is entered and managed in ServiceTitan with accurate notes. Your daily responsibilities will also include following up on open estimates, assisting with invoices and QuickBooks coordination, and tracking key metrics like booking rate and schedule fill rate.

Requirements

• CSR, dispatch, or administrative experience (home services a plus)
• Friendly, outgoing, and positive attitude
• Detail-oriented and an active listener
• Ability to follow a call script and capture key customer/job information
• Strong, calm, and confident phone presence
• High accountability, strong organization, and multitasking skills under pressure
• Ability to pass a background check and drug screening test

Nice To Haves

• Proficiency with technology; ServiceTitan and Google Suite preferred
• Experience in residential home services (plumbing, HVAC, electrical)
• Familiarity with membership/maintenance agreement sales
• Comfortable handling inbound call volume without relying on a script

Responsibilities

• Answering inbound calls and web inquiries with professionalism and care
• Capturing job details
• Educating customers about our services
• Managing a 2-week forward-looking schedule
• Dispatching technicians based on priority, geography, and skillset
• Communicating daily adjustments to the field team
• Ensuring every job is entered and managed in ServiceTitan with accurate notes
• Following up on open estimates
• Assisting with invoices and QuickBooks coordination
• Tracking key metrics like booking rate and schedule fill rate

Benefits

• Education assistance
• Employee assistance program
• Flexible schedule
• Growth opportunities
• Uniforms

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed