Customer Service / Scheduler

Johns Plumbing Heating & Air Inc; Colfax (NC); On-site; USD 25,000 - 30,000; Full time

Job summary

Johns Plumbing Heating & Air Conditioning, Inc. is seeking a dependable Customer Service Representative/Dispatcher to join our Colfax team. You will be the first point of contact for customers and coordinate service calls for our plumbing, HVAC and electrical technicians.

The role requires strong multitasking, clear communication, and the ability to manage high call volumes, scheduling efficiently, and on-call shifts during weekdays and weekends.

Qualifications

• Experience in customer service, dispatching, or call center environment preferred.
• Strong phone presence with excellent communication and listening skills.
• Ability to multitask and stay organized in a fast-paced, high-volume environment.
• Sales-minded with the ability to identify opportunities to book calls and maximize revenue.
• Bilingual is a plus.
• Valid North Carolina driver’s license with fewer than 3 points (Requirements).

Responsibilities

• Answer incoming calls with professionalism and urgency.
• Schedule service calls for plumbing and HVAC requests.
• Dispatch technicians based on skill set, location, and call priority.
• Continuously monitor and adjust the schedule to account for delays, emergencies, and job changes.
• Communicate clearly with technicians throughout the day to ensure smooth job flow.
• Accurately enter and update customer information, job details, and invoices in the system.
• Make outbound calls to confirm appointments, follow up on services, and rebook unsold estimates.
• Educate customers on services and promote maintenance agreements or additional services when appropriate.
• Work closely with management and team members to improve processes and customer experience.
• Mandatory on call shifts during the week and on weekends

Skills

Customer service

Dispatching

Scheduling

Call center

Multitasking

Communication

Microsoft Office

Sales mindset

Bilingual

Tools

Scheduling software

CRM software

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service / Scheduler

700 - Admin Split Full Time Colfax, Colfax, NC, US

Salary Range: $18.00 To $22.00 Hourly

Position Overview

Johns Plumbing, Heating & Air Conditioning, Inc. is seeking a dependable and customer-focused Customer Service Representative/Dispatcher to join our team. This role is critical to daily operations, serving as the first point of contact for customers while coordinating service calls for our plumbing , HVAC and electrical technicians.

The ideal candidate is organized, calm under pressure, and able to manage high call volumes while efficiently scheduling and dispatching technicians to maximize productivity and customer satisfaction.

Key Responsibilities

• Answer incoming calls and provide exceptional customer service with professionalism and urgency
• Schedule service calls for plumbing and HVAC requests, including maintenance, repairs, and emergency calls
• Dispatch technicians efficiently based on skill set, location, and call priority
• Continuously monitor and adjust the schedule to account for delays, emergencies, and job changes
• Communicate clearly with technicians throughout the day to ensure smooth job flow
• Accurately enter and update customer information, job details, and invoices in the system
• Make outbound calls to confirm appointments, follow up on services, and rebook unsold estimates
• Educate customers on services and promote maintenance agreements or additional services when appropriate
• Work closely with management and team members to improve processes and customer experience
• Mandatory on call shifts during the week and on weekends

Qualifications

• Experience in customer service, dispatching, or call center environment preferred
• Prior experience in plumbing, HVAC, or home services industry is a plus
• Strong phone presence with excellent communication and listening skills
• Ability to multitask and stay organized in a fast-paced, high-volume environment
• Strong problem-solving skills and ability to think quickly under pressure
• Comfortable using scheduling/dispatch software and Microsoft Office
• Sales-minded with the ability to identify opportunities to book calls and maximize revenue
• Professionalism, kindness, friendly attitude with both customers and coworkers
• Bilingual is a plus

Requirements

• Valid North Carolina Driver’s License with fewer than 3 points
• Ability to work a rotating on-call schedule, including evenings or weekends as needed
• Reliable attendance and strong work ethic

What Success Looks Like in This Role

• High call booking rate and minimal missed opportunities
• Efficient scheduling that maximizes technician productivity
• Clear, consistent communication with field staff
• Positive customer feedback and strong service experience
• Accurate and timely data entry with minimal errors