Customer Service & Dispatch Specialist

Benjamin Franklin Plumbing, LLC; Wilmington (NC); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401(k)

Paid time off

Training & development

Opportunity for advancement

Competitive salary

Employee discounts

Job summary

BENJAMIN FRANKLIN of WILMINGTON is seeking a Customer Service Representative (CSR) to join our home services team. This full-time role focuses on delivering exceptional customer experiences while supporting scheduling, dispatch, and administrative tasks to keep technicians productive and jobs on track.

The CSR will handle inbound calls, schedule plumbing/electrical service, respond to questions with urgency, and help maintain accurate records in Service Titan.

Qualifications

• Strong communication and customer service skills.
• Ability to multitask in a fast-paced office environment.
• Organized and detail-oriented mindset.
• Ability to stay calm and professional under pressure.
• Positive attitude and team mentality.
• Strong computer and phone skills.
• Ability to learn ServiceTitan and company systems.

Responsibilities

• Answer inbound calls professionally and efficiently.
• Schedule service appointments for plumbing, and electrical customers.
• Respond to customer questions and concerns with professionalism and urgency.
• Help create a positive customer experience from first call to job completion.
• Set clear expectations with customers regarding scheduling and service.
• Manage incoming service requests and appointment scheduling.
• Support dispatch operations and technician scheduling.
• Monitor pending jobs and ensure no customer is overlooked.
• Coordinate with technicians and office staff throughout the day.
• Assist with callback scheduling and emergency requests.
• Document customer information and job notes accurately in Service Titan.
• Help maintain organized scheduling and dispatch records.
• Make outbound calls for appointment confirmations, membership follow-up, unsold estimates, maintenance reminders, and customer check-ins.
• Help maintain strong customer retention and rebooking rates.

Skills

Strong communication

Customer service

Multitask

Organized

Detail-oriented

Calm under pressure

Team player

Computer skills

ServiceTitan

Tools

ServiceTitan

Job description

BENJAMIN FRANKLIN of WILMINGTON is seeking a Customer Service Representative (CSR) to join our home services team. This full-time role focuses on delivering exceptional customer experiences while supporting scheduling, dispatch, and administrative tasks to keep technicians productive and jobs on track.

The CSR will handle inbound calls, schedule plumbing/electrical service, respond to questions with urgency, and help maintain accurate records in Service Titan.