CSR/Dispatcher

Responsibilities

• Answer inbound customer calls with professionalism and urgency
• Schedule plumbing and HVAC service appointments
• Dispatch technicians efficiently throughout the day
• Manage schedule changes, cancellations, and emergency calls
• Communicate with customers regarding appointment status and expectations
• Support technician utilization and route efficiency
• Document customer interactions accurately in Service Titan
• Assist with outbound calling campaigns and membership follow-up
• Educate customers on memberships, financing, and available services
• Deliver an exceptional customer experience on every interaction

Requirements

• 1+ years of CSR, dispatch, call center, or scheduling experience
• Previous HVAC, plumbing, electrical, or home service industry experience required
• Service Titan experience strongly preferred
• Experience handling high call volume
• Strong communication and customer service skills
• Ability to multitask and stay organized in a fast-paced environment
• Strong attention to detail and follow-through
• Ability to prioritize emergency calls and changing schedules
• Comfortable discussing memberships and financing options
• Ability to convert inbound calls into booked appointments
• Positive attitude and team-first mentality
• Bonus Points For
• Previous dispatch experience
• Outbound calling experience
• Membership sales experience
• Experience managing technician schedules
• Inside sales experience
• Ability to de-escalate upset customers
• Basic understanding of plumbing and HVAC terminology
• Bilingual communication skills
• What Success Looks Like
• High booking percentage
• Strong customer satisfaction scores
• Efficient technician scheduling and utilization
• Accurate documentation and communication
• Strong customer retention
• Reliable attendance and teamwork
• Why Join Carter's?
• $17-$20 per hour
• Medical, dental, and vision benefits
• Paid time off and holidays
• 401(k) with company match
• Career growth opportunities
• Year-round stability
• A supportive team that believes in growing together and winning together
• Ready to Join the Team?
• If you're the person who can keep calm when the phones are ringing, technicians are calling, and customers need help-all while delivering a great experience-we want to hear from you.
• Apply today and become a key part of the Carter's Plumbing, Heating & Cooling team!

Additional Information

CSR / Dispatcher Location: White Lake, MI Company: Carter's Plumbing, Heating & Cooling Pay: $17-$20 per hour The Air Traffic Controller of the Company At Carter's Plumbing, Heating & Cooling, our mission is simple: Growing Together as a Team to Serve Every Customer with Excellence-and have fun doing it. We're looking for a CSR / Dispatcher who can keep customers happy, technicians productive, and the schedule running smoothly. If you thrive in a fast-paced environment, love helping people, and enjoy the challenge of juggling multiple priorities, this could be the perfect fit. Every day is different. One minute you're helping a customer with a plumbing emergency, the next you're finding a way to maximize a technician's schedule or turning an inbound call into a booked appointment.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at sila? Share your experience