Dispatch / CSR - Customer Control & Schedule Execution Specialist

Ninja Heating and Air; Lehi (UT); On-site; USD 35,000 - 50,000; Full time

Job summary

Ninja Heating and Air is seeking a Dispatch / CSR Specialist in Lehi, Utah. This role focuses on managing schedules, providing exceptional customer support, and ensuring efficient dispatch operations. The ideal candidate will demonstrate strong communication and multitasking abilities while managing high-pressure situations.

The position offers evening and weekend shifts, with a structured schedule. Prior experience with ServiceTitan is preferred, and the company values proactive service and organizational skills.

Qualifications

• Strong customer service skills are essential.
• Ability to multitask efficiently is required.
• Previous experience with ServiceTitan is highly preferred.

Responsibilities

• Manage customer communications and service appointments.
• Monitor and manage the dispatch board for efficiency.
• Support technicians throughout the day.

Skills

Strong customer service skills

Strong communication

Organization

Multitasking in a fast-paced environment

Tools

ServiceTitan

Slack

Google Workspace

Job description

Making real-time decisions under pressure.

Ninja Plumbing, Heating & Air-Dispatch / CSR - Customer Control & Schedule Execution Specialist

Location: Lehi, Utah

Schedule: Wednesday‑Sunday, 10:30 AM – 7:00 PM

Pay: Based on experience + performance opportunities

About The Role

Ninja Plumbing, Heating & Air is looking for a high‑level Dispatch / CSR Specialist to help control our schedule, support our technicians, and deliver an excellent customer experience. This is not a basic receptionist position.

This Role Combines

• Customer communication
• Lead management
• Outbound follow‑up
• Schedule control
• Dispatch execution
• Real‑time problem solving

The Ideal Candidate Is

• Fast‑paced
• Organized
• Confident on the phone
• Able to multitask under pressure
• Strong with systems and communication
• Capable of making decisions quickly and accurately

Schedule

Standard Schedule

• Wednesday‑Sunday
• 10:30 AM – 7:00 PM

This Role Includes

• Evening coverage
• Weekend coverage
• Live dispatch support during peak hours

Primary Responsibilities

Customer Service Responsibilities

• Answer inbound calls professionally
• Book service appointments
• Manage customer follow‑ups
• Respond to new leads quickly
• Work outbound call lists
• Convert opportunities into booked work
• Maintain accurate customer notes in ServiceTitan

Dispatch Responsibilities

• Monitor and manage the dispatch board
• Fill schedule gaps proactively
• Support technicians throughout the day
• Handle reschedules and schedule adjustments
• Prioritize emergency and high‑priority calls
• Maintain control of the 3‑day board
• Communicate with customers and technicians clearly

What You’ll Be Responsible For

• Managing inbound and outbound opportunities
• Following structured follow‑up systems
• Maintaining schedule flow throughout the day
• Supporting revenue generation through proper booking and dispatching
• Making real‑time decisions under pressure
• Keeping technicians productive and schedules full

Ideal Candidate Traits

• Stays calm under pressure
• Learns systems quickly
• Thinks proactively instead of reactively
• Can multitask without losing control
• Understands urgency and priority
• Has strong communication skills
• Enjoys solving problems and controlling workflow

Systems Used

• ServiceTitan
• Slack
• Google Workspace
• Phone/Text platforms

Previous ServiceTitan Experience Is Highly Preferred.

Performance Expectations

Success In This Role Is Measured By

• Booking rate
• Follow‑up completion
• Schedule control
• Technician efficiency
• Communication quality
• Ability to maintain a full board

Daily Responsibilities Include

• Responding to new leads within minutes
• Working unscheduled jobs
• Managing follow‑ups
• Filling dispatch gaps
• Supporting technicians
• Maintaining future schedules
• Handling customer communication professionally

This Role Is NOT For Someone Who

• Waits to be told what to do
• Struggles under pressure
• Avoids phone communication
• Cannot multitask
• Has difficulty learning systems quickly

Requirements

• Strong customer service skills
• Strong communication and organization
• Ability to multitask in a fast‑paced environment
• Computer proficiency
• Ability to work evenings and weekends
• Dispatch and/or CSR experience preferred
• ServiceTitan experience strongly preferred

About Ninja Plumbing, Heating & Air

• Customer experience
• Schedule control
• Professionalism
• Growth
• Accountability

We Believe

“We don’t react to the day – we control the day.”

To Apply

Please send: Resume or any relevant experience, including ServiceTitan, to [e-mail]

or call (801) 882‑2675.