Customer Service Representative/Dispatcher

Lambert Plumbing & Heating

Customer Service Representative/Dispatcher 

Location: Poughkeepsie, NY

Lambert Plumbing & Heating is a local, family-owned plumbing and HVAC company proudly serving the Hudson Valley for over seven decades. We are committed to delivering exceptional customer service, high-quality workmanship, and a seamless experience from the moment a homeowner calls us to the final resolution.

Our culture is built around:

• Authenticity & honesty
• Excellence in customer care
• Teamwork & communication
• Growth, mentorship & continuous learning
  

If you want to be part of a small, supportive team where your work truly matters, this is the place for you.

We're looking for a Customer Service Representative/Dispatcher who thrives in a fast-paced environment, communicates clearly, and loves helping people. You'll be the friendly, knowledgeable voice our customers speak to when they need support, and the organized dispatcher who ensures our technicians get where they need to be.

Key Responsibilities

• Answer incoming calls with professionalism and warmth.
• Schedule service appointments, book jobs, and coordinate customer needs.
• Process customer payments and assist with simple account questions.
• Dispatch HVAC and plumbing technicians efficiently to job sites.
• Monitor technician schedules, adjust assignments, and keep the day running smoothly.
• Communicate updates between customers, technicians, and leadership.
• Maintain an organized, clean front office environment.
• Track office inventory and order supplies as needed.
• Assist with basic administrative tasks, filing, and recordkeeping.
• Provide empathetic, solution-oriented customer service.
• Resolve issues quickly, professionally, and with a positive attitude.
• Help ensure every customer receives a 5-star experience from start to finish.

Qualifications

• Experience in customer service, dispatching, or a similar role
• Excellent communication skills, friendly, clear, and professional
• Strong multitasking ability and calm under pressure
• Positive, adaptable attitude
• Problem-solving mindset
• Experience using ServiceTitan or another CRM/dispatch software
• Familiarity with HVAC or plumbing operations (helpful but not required)

Compensation & Benefits

• Full-time, in-office position. 
• W-2 Employment
• Pay: $18 to $25 per hour (based on experience)
• Bonus opportunities
• Health benefits
• Generous PTO
• Education assistance & training support
• Growth opportunities within the office & operations team
• Company events & team appreciation activities

Why You'll Love Working Here

• Supportive, family-friendly, team-oriented culture
• Stable, long-standing local company with a great reputation
• Leadership that listens and values your input
• Opportunities to grow your skills and advance your career
• A chance to make a meaningful impact every single day
  

If you're a dependable communicator who loves helping people and keeping operations running smoothly, we'd love to meet you.

Lambert Plumbing & Heating is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information, military status, or any other protected characteristic under federal, state, or local law. We provide reasonable accommodations for applicants and employees as required by law.