Customer Service & Dispatch Specialist – Home Services

Benjamin Franklin Plumbing, LLC; Wilmington (NC); On-site; USD 24,796 - 30,307; Full time

Benefits offered by this job

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

401(k)

Competitive salary

Dental insurance

Employee discounts

Job summary

Benjamin Franklin Plumbing, LLC in Wilmington, NC is seeking a motivated Customer Service Representative (CSR) to join our home services team. This full-time position focuses on delivering exceptional customer experiences, coordinating schedules, and supporting dispatch operations to keep technicians productive and jobs running smoothly.

The CSR will handle inbound calls, schedule service, respond to inquiries with urgency, and contribute to a positive customer journey from first contact to job

Qualifications

• Strong communication and interpersonal skills are required.
• Prior customer service experience is preferred.
• Experience with scheduling or dispatch is advantageous.
• Experience in home services (HVAC/plumbing/electrical) is a plus.

Responsibilities

• Handle inbound calls and schedule service appointments for plumbing and electrical customers.
• Assist with dispatch operations and technician scheduling to maintain workflow.
• Document customer information and orders accurately and maintain records.
• Assist with outbound follow-up to improve customer retention and rebooking rates.

Skills

Communication

Customer service

Multitasking

Organized

Calm under pressure

Computer literacy

ServiceTitan

Phone skills

Team player

Tools

ServiceTitan

Microsoft Office

Job description

Benjamin Franklin Plumbing, LLC in Wilmington, NC is seeking a motivated Customer Service Representative (CSR) to join our home services team. This full-time position focuses on delivering exceptional customer experiences, coordinating schedules, and supporting dispatch operations to keep technicians productive and jobs running smoothly.

The CSR will handle inbound calls, schedule service, respond to inquiries with urgency, and contribute to a positive customer journey from first contact to job