Plumbing Customer Service Rep

Fathom Plumbing Solutions; Ann Arbor (MI); On-site; USD 24,796 - 38,572; Part time

Benefits offered by this job

Education assistance

Employee assistance program

Flexible schedule

Growth opportunities

Uniforms

Job summary

Fathom Plumbing Solutions in Ann Arbor, MI, is seeking a part-time Dispatcher – Customer Service Representative. This role involves answering customer inquiries, dispatching technicians, and managing schedules. Candidates should have a friendly attitude, strong organizational skills, and preferably some customer service experience. Proficiency with technology, such as ServiceTitan and Google Suite, is preferred. The company offers benefits including education assistance and a flexible schedule.

Qualifications

• Experience in customer service, dispatch, or administration; home services experience is a plus.
• Must be friendly, outgoing, and possess a positive attitude.
• Must demonstrate strong multitasking abilities and organizational skills.

Responsibilities

• Answer inbound calls and web inquiries with professionalism.
• Dispatch technicians based on priority and manage schedules.
• Communicate daily adjustments to the field team.

Skills

CSR, dispatch, or administrative experience

Friendly, outgoing, and positive attitude

Detail-oriented and an active listener

Strong, calm, and confident phone presence

High accountability, strong organization, and multitasking skills under pressure

Tools

ServiceTitan

Google Suite

Job description

Dispatcher – Customer Service Representative

Fathom Plumbing Solutions in Ann Arbor, MI, is hiring a part-time Dispatcher – Customer Service Representative. This is a part‑time, in‑office role with an hourly range from $18 to $28 per hour, depending on your experience and skills.

Benefits

• Education assistance
• Employee assistance program
• Flexible schedule
• Growth opportunities
• Uniforms

About This Role

You will work part‑time shifts that always fall within our business hours: Monday through Friday, 7:30 AM to 4:30 PM. Shifts may vary but will be scheduled during these times at our Ann Arbor, MI office.

As a Dispatcher – Customer Service Representative, you will spend your days answering inbound calls and web inquiries with professionalism and care, capturing job details, and educating customers about our services. You will manage a two‑week forward‑looking schedule, carefully dispatching technicians based on priority, geography, and skillset. You'll communicate daily adjustments to the field team and ensure every job is entered and managed in ServiceTitan with accurate notes. Your daily responsibilities will also include following up on open estimates, assisting with invoices and QuickBooks coordination, and tracking key metrics like booking rate and schedule fill rate.

Our Company

Proudly serving Ann Arbor and Washtenaw County, we are committed to providing top‑quality plumbing solutions while fostering a supportive and professional work environment for our team. We invest in our employees through training, mentorship, and clear paths for advancement, while also providing competitive compensation and benefits. You will join a diverse, dedicated team where your work is valued and your career can thrive for years to come!

Qualifications

• CSR, dispatch, or administrative experience (home services a plus)
• Friendly, outgoing, and positive attitude
• Detail‑oriented and an active listener
• Ability to follow a call script and capture key customer/job information
• Strong, calm, and confident phone presence
• High accountability, strong organization, and multitasking skills under pressure

Preferred Skills

• Proficiency with technology; ServiceTitan and Google Suite preferred
• Experience in residential home services (plumbing, HVAC, electrical)
• Familiarity with membership/maintenance agreement sales
• Comfortable handling inbound call volume without relying on a script

Must have the ability to pass a background check and drug screening test.