Customer Service Representative/Dispatcher

Pac Plumbing; New York (NY); On-site; USD 24,796 - 34,440; Full time

Benefits offered by this job

birthday paid day off

401k

Wellness days

Holiday and vacation pay

Paid training

Incentive programs

Profit‑sharing program

Hours 7:30 am – 5:30 pm

Job summary

Pac Plumbing is seeking a highly organized Customer Service Technician / Dispatcher in New York. You will be the first contact for customers, handling calls with empathy and accuracy while coordinating dispatch for technicians.

Responsibilities include follow‑ups, meeting daily goals, relaying details to field staff, and maintaining professional rapport. Equal opportunity employer welcomes your dedication and teamwork.

Qualifications

• High School Diploma or GED required.
• Excellent organizational and follow‑through abilities.
• Strong verbal and written communication skills.
• IT competence; proficient with standard phone systems.
• Ability to manage dispatch and customer interactions.

Responsibilities

• Answer all incoming calls as the initial point of contact.
• Provide calm, empathetic service to customers.
• Conduct follow‑up calls to past customers to assess needs.
• Meet daily revenue and sold‑hour goals by prioritizing calls.
• Relay accurate information to technicians for quality service.
• Track technicians’ whereabouts and field needs.
• Record service results and create summaries for management.
• Establish customer rapport and promote repeat business.
• Respond to requests, resolve issues, and promote the brand.
• Participate in training to boost sales and dispatch accuracy.
• Update customers on technician progress throughout the day.

Skills

Customer service

IT competence

Phone systems

Organizational skills

Verbal communication

Written communication

Conflict resolution

Education

High School Diploma / GED

Job description

Customer Service Technician / Dispatcher

PAC is looking for an organized, efficient Customer Service Representative / Dispatcher with an eye for detail and a high level of accuracy. We need a positive team member who will go above and beyond for our customers and our staff, and who has a perpetually friendly, can‑do attitude to join our growing team.

What we offer:

• Competitive salary starting at $18+/hr
• Exceptional growth potential
• Amazing 401k
• Your birthday is a paid day off!
• Paid wellness days
• Holiday and vacation pay
• Paid training
• Incentive programs
• Profit‑sharing program
• Hours 7:30 am – 5:30 pm

Responsibilities:

• Answer all incoming calls as the initial point of contact
• Provide a sense of calm and exhibit empathy for customers, so they feel comfortable
• Conduct service‑related follow‑up calls to check in on past customers and assess their current needs
• Meet daily revenue and sold‑hour goals by prioritizing the most urgent and profitable calls
• Relay accurate information to technicians, ensuring proficient, quality customer experiences
• Manage the whereabouts and needs of every technician in the field
• Record the results of each service call and create report summaries for senior management
• Be professional and establish customer rapport, encouraging repeat business
• Respond to customer requests, resolving issues, and promoting the brand
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders
• Update customers throughout the day on the technician’s progress

Competencies for Success:

• Develop a proven track record in customer service
• IT competent; good typist and proficient with phone systems
• Highly organized with exceptional follow‑through abilities
• Strong verbal and written communication
• Ability to build trust, diffuse conflict and hold others accountable
• Personality that blends well with a fast‑paced, goal‑driven environment
• Competitive individual contributor, with a sense of urgency, who also loves to win as a team
• HVAC experience a plus, but not required
• High School Diploma/GED is required

We are an equal‑opportunity employer.