Customer Service Representative / Dispatcher

Customer Service Representative / Dispatcher

Company: Miles Plumbing & Heating

Department: Customer Service / Operations

Employment Status: Full-Time

Reports To: Office Operations Manager / Management

Position Summary

The Customer Service Representative / Dispatcher provides an exceptional customer experience while supporting the daily scheduling, dispatching, job coordination, documentation review, and accounts receivable follow-up functions of Miles Plumbing & Heating.

This position serves as a primary point of contact between customers and field technicians. It plays an important role in keeping customers informed, technicians productive, schedules organized, job records complete, and outstanding balances followed up on appropriately.

Field technicians are responsible for converting approved estimates into invoices for work actually performed, reviewing charges with customers, and collecting payment at the jobsite. The CSR/Dispatcher supports this process by monitoring job status, identifying incomplete records or unresolved payment issues, and coordinating necessary follow-up.

The ideal candidate is organized, professional, detail-oriented, comfortable managing multiple priorities, and able to approach challenges with a positive, solution-focused attitude.

Essential Duties and Responsibilities

Customer Service

• Answer incoming customer calls, emails, and other communications professionally and promptly.
• Gather complete and accurate customer information, service needs, and job details.
• Book service calls whenever reasonably possible during the initial customer interaction.
• Clearly communicate appointment expectations, service fees, scheduling windows, and company processes.
• Maintain thorough and accurate customer notes and job descriptions in ServiceTitan.
• Communicate appointment updates, technician arrival information, scheduling changes, and follow-up needs to customers.
• Provide professional and courteous assistance with customer questions and concerns.
• Escalate customer complaints, invoice disputes, and other concerns to management when appropriate.
• Help ensure customers receive timely communication and follow-up throughout the service process.

Dispatching and Scheduling

• Schedule and dispatch technicians based on availability, job requirements, technician qualifications, geography, urgency, and operational priorities.
• Maintain an organized and accurate daily dispatch board in ServiceTitan.
• Monitor technician progress, job status, and schedule changes throughout the day.
• Communicate with technicians regarding schedule changes, customer information, job requirements, and additional work.
• Optimize technician schedules to reduce unnecessary drive time and maximize productive field time.
• Identify scheduling conflicts and capacity concerns and proactively recommend solutions.
• Coordinate return visits, outstanding work, approved estimates, and follow-up appointments.
• Maintain visibility of outstanding and unscheduled jobs and ensure they receive appropriate follow-up.
• Work collaboratively with field leadership and technicians to keep the daily schedule moving efficiently.
• Communicate promptly with customers when technician delays or schedule changes occur.

Job Completion and Documentation Review

• Monitor completed jobs for required information and documentation.
• Confirm that technicians have completed applicable job notes, photographs, forms, estimates, invoices, payment information, and follow-up documentation.
• Confirm that estimates approved and completed at the jobsite have been converted by the technician into invoices reflecting the actual work performed.
• Identify incomplete, unclear, or inconsistent job records and coordinate with the responsible technician or manager for correction.
• Confirm that return visits, additional material needs, unresolved work, and scheduling requirements are clearly documented.
• Avoid changing technician-created estimates, invoices, pricing, or job scope without proper authorization.
• Ensure unresolved documentation issues are communicated to the appropriate team member before administrative processing is completed.
• Maintain accurate customer and job records in ServiceTitan and other company systems.
• Email copies of finalized invoices and receipts to customers when requested or required.

Accounts Receivable Follow-Up

• Monitor outstanding customer balances and identify accounts requiring follow-up.
• Contact customers professionally regarding unpaid invoices and payment status.
• Send invoice copies, statements, payment links, and other supporting documentation as needed.
• Document all accounts receivable communications, payment commitments, disputes, and collection efforts.
• Coordinate with technicians or management when an outstanding balance results from incomplete documentation, a disputed charge, or a jobsite payment exception.
• Follow established company procedures for overdue accounts.
• Escalate disputed invoices, significantly past-due accounts, broken payment commitments, and unusual payment situations to management.
• Maintain accurate notes regarding the status of outstanding customer accounts.
• Protect customer payment information and follow company procedures for handling sensitive financial information.

Field technicians are responsible for reviewing jobsite charges with customers and collecting payment upon completion when payment is due. The CSR/Dispatcher follows up on balances that remain unpaid or require additional administrative attention.

Payment and Check Coordination

• Record or communicate payment-related information in accordance with established company procedures.
• Direct customer payment questions or exceptions to the appropriate team member.
• Coordinate with technicians and the Office Operations Manager when payment documentation is missing or requires clarification.
• Confirm that checks returned by field technicians are routed promptly to the Office Operations Manager.
• Do not independently alter payment records or apply payment adjustments without proper authorization.
• Check scanning and deposit processing are the responsibility of the Office Operations Manager.

General Administrative and Team Responsibilities

• Maintain accurate information in ServiceTitan and other company systems.
• Follow established company workflows, policies, and procedures.
• Protect confidential customer, employee, payment, and company information.
• Communicate professionally with customers, technicians, vendors, and coworkers.
• Participate in training and actively learn new systems, processes, and technology.
• Identify operational gaps and bring forward potential solutions or recommendations.
• Assist other members of the customer service and operations team as business needs require.
• Perform other related duties as assigned.

Performance Expectations

Success in this role includes:

• Accurate and complete customer and job information.
• Timely booking and scheduling of service calls.
• Effective dispatching and daily schedule management.
• Prompt follow-up on outstanding and unscheduled work.
• Timely identification of incomplete job documentation.
• Confirmation that technician-created invoices reflect the actual work performed.
• Consistent accounts receivable follow-up.
• Accurate documentation of collection efforts and payment issues.
• Proper handling and routing of payment-related information.
• Professional and responsive customer communication.
• Strong attention to detail.
• Accountability and follow-through.
• Effective communication and teamwork.
• Willingness to learn and adapt to changing systems and processes.
• A professional, positive, resilient, and solution-oriented approach when challenges arise.

Qualifications

• Customer service, dispatching, scheduling, administrative, or related experience is preferred.
• Experience in plumbing, HVAC, home services, construction, or another service-based industry is preferred but not required.
• ServiceTitan experience is strongly preferred.
• A basic understanding of job documentation, invoicing, and accounts receivable is preferred.
• Strong verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High degree of accuracy and attention to detail.
• Ability to learn and use business software and technology.
• Ability to communicate with customers regarding outstanding balances professionally and respectfully.
• Ability to handle customer concerns and invoice questions professionally.
• Ability to work collaboratively with office and field employees.

Core Competencies

• Customer focus
• Communication
• Organization
• Attention to detail
• Accountability
• Problem-solving
• Adaptability
• Teamwork
• Scheduling and prioritization
• Follow-through
• Professionalism

Work Environment

This position primarily operates in an office environment and requires regular use of a computer, telephone, ServiceTitan, email, and other business systems. The employee must communicate frequently with customers, field technicians, management, and other team members throughout the workday.

Miles Plumbing & Heating reserves the right to modify, add, or remove duties and responsibilities as business needs evolve. This description is intended to describe the general nature and level of work performed and is not an exhaustive list of all responsibilities.