Customer Service Representative

Benjamin Franklin Plumbing of Bentonville, AR; Bentonville (AR); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative/Dispatcher to enhance their operations in Northwest Arkansas. This role is crucial as the first point of contact for customers, ensuring their needs are met with professionalism and efficiency. The ideal candidate will excel in communication, possess strong organizational skills, and have experience with ServiceTitan software. Join a supportive team that values integrity and customer satisfaction while enjoying opportunities for growth and professional development. If you're passionate about delivering exceptional service in a fast-paced environment, this position is perfect for you.

Benefits

Competitive salary

Benefits package

Opportunities for growth

Training on ServiceTitan

Collaborative workplace culture

Qualifications

• Experience in customer service or dispatching in a service-based industry.
• Strong communication and multitasking skills are essential.

Responsibilities

• Answer customer inquiries and schedule service appointments efficiently.
• Utilize ServiceTitan software to manage service requests and technician dispatch.

Skills

Customer Service

Communication Skills

Organizational Skills

Multitasking

Problem Solving

Bilingual

Education

High School Diploma

Certifications in Customer Service

Tools

ServiceTitan

Microsoft Office Suite

Job description

Job Posting: Customer Service Representative/Dispatcher - Benjamin Franklin Plumbing of NWA

Position Title: CSR/Dispatcher

Location: Northwest Arkansas (NWA)

Employment Type: Full-Time

Posted Date: March 10, 2025

About Benjamin Franklin Plumbing of NWA: At Benjamin Franklin Plumbing of NWA, we pride ourselves on delivering punctual, professional, and reliable plumbing services to our community. As a trusted name in the industry, we are committed to exceptional customer service and operational excellence. We are looking for a dedicated Customer Service Representative (CSR)/Dispatcher to join our team and help us continue to exceed our customers' expectations.

Job Summary: The Customer Service Representative (CSR)/Dispatcher is the first point of contact for our valued customers and plays a critical role in ensuring smooth daily operations. This position is responsible for answering customer inquiries, scheduling service appointments, and dispatching plumbing technicians efficiently. The ideal candidate is a team player with excellent communication skills, a customer-first mindset, and experience with ServiceTitan software (preferred).

Key Responsibilities:

1. Answer incoming customer calls and emails promptly and professionally, addressing inquiries, scheduling services, and resolving concerns.
2. Schedule and dispatch plumbing technicians to customer locations, optimizing routes and ensuring timely arrivals.
3. Utilize ServiceTitan software to manage service requests, track technician progress, and update customer records.
4. Communicate effectively with customers and technicians to provide updates, confirm appointments, and ensure satisfaction.
5. Handle customer complaints or escalations with empathy and professionalism, escalating to management when necessary.
6. Maintain accurate records of customer interactions, service requests, and technician assignments in ServiceTitan.
7. Collaborate with the team to ensure efficient workflow and support overall company goals.
8. Perform administrative tasks as needed, such as processing payments, generating invoices, and updating customer information.

Qualifications:

1. Previous experience as a Customer Service Representative, Dispatcher, or similar role in a service-based industry (plumbing, HVAC, or related field preferred).
2. Knowledge of ServiceTitan software is strongly preferred.
3. Excellent verbal and written communication skills with a focus on customer satisfaction.
4. Understand dispatching for profit.
5. Strong organizational and multitasking abilities, with attention to detail.
6. Ability to work in a fast-paced environment and remain calm under pressure.
7. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general computer skills.
8. A positive, team-oriented attitude and a commitment to delivering exceptional service.
9. High school diploma or equivalent required; additional education or certifications in customer service or dispatching are a plus.

Preferred Skills:

1. Experience in the plumbing or home services industry.
2. Familiarity with dispatching software and CRM systems.
3. Ability to learn quickly and adapt to new technologies and processes.
4. Bilingual is preferred.

What We Offer:

1. Competitive salary and benefits package tailored to your needs.
2. Opportunities for growth and professional development within a supportive team environment.
3. Training on ServiceTitan and other relevant tools for candidates with limited experience.
4. A positive, collaborative workplace culture that values integrity and customer satisfaction.

How to Apply: If you are passionate about delivering exceptional customer service and thrive in a dynamic, fast-paced environment, we want to hear from you! Please submit your resume and a brief cover letter with the subject line: "CSR/Dispatcher Application - Benjamin Franklin Plumbing NWA."

Application Deadline: March 31, 2025

Benjamin Franklin Plumbing of NWA is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.