Dispatch & CSR Specialist - Real-Time Scheduling & Support

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
  
  

You will be responsible for both customer control and schedule execution.

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

We Are Looking For Someone Who

• 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

We are building a high-performance team focused on:

• 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 service titan to [e-mail]

or call [phone]