Dispatcher/Customer Service Representative

NCWaterHeaters.com; Raleigh (NC); On-site; USD 2,066,000 - 2,893,000; Part time

Benefits offered by this job

Dog-friendly office

In-office amenities

Job summary

NC Water Heaters in Raleigh is seeking a Dispatcher/Customer Service Representative with a customer-first mindset to optimize schedules, handle inquiries, and maintain extensive product knowledge. The role covers evenings and weekends, with daytime coverage during maternity leave, and has potential to become full-time.

The ideal candidate has 3–5 years in a similar role, excellent communication skills, and familiarity with Service Titan or similar CRM.

Qualifications

• 3-5 years proven experience in a comparable role.
• Excellent written and verbal communication skills.
• Ability to address complaints and issues with effective solutions and a positive attitude.
• Passion for delighting customers with above and beyond service.
• Excellent time-management and prioritization skills.
• Familiarity with Service Titan or comparable CRM system.

Responsibilities

• Manage inbound customer communications - Answer incoming calls and emails to address customer questions, requests and issues.
• Resource Allocation: Assign technicians to specific locations based on urgency and skill, optimizing the daily job board.
• Real-Time Monitoring: Track the location and status of technicians using GPS and specialized software.
• Track interactions in CRM - Record customers interactions in internal system for cross-functional awareness and relationship development.
• Contribute to routine CSR tasks - Follow-ups, Communicate with Technicians on call, Account Receivable tasks and others.

Skills

Customer service

Communication

Time management

CRM (Service Titan)

Technical knowledge (plumbing/elect.)

Team collaboration

Tools

Service Titan

Job description

NC Water Heaters is looking for the BEST Dispatcher/Customer Service Representative to join our team in our Raleigh office. Not just any Dispatcher/Customer Service Representative, our ideal candidate will have knowledge with trade (plumbing, electrical, and/or home remodeling) terminology and nuances related to the field to ensure the highest level of success with our customer base. This amazing person will drive customer satisfaction by optimizing the schedule, fielding inquiries, addressing pain points and maintaining extensive product knowledge.

This position will cover evenings and weekends, as well as daytime coverage while one of our CSR's is out on maternity leave. This position has the potential to become full-time.

Our ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. This position is part time with most shifts in-office. Don't worry, the office is super comfortable with a full kitchen, awesome decor and great break room. We even bring our well-behaved dogs to work! This position is part of a team that covers each other through scheduled and occasional unplanned absences, cross-training to make sure nothing falls through the cracks. Familiarity with Service Titan is a huge plus!

Responsibilities

• Manage inbound customer communications - Answer incoming calls and emails to address customer questions, requests and issues
• Resource Allocation: Assign technicians to specific locations based on urgency and skill, optimizing the daily job board
• Real-Time Monitoring: Track the location and status of technicians using GPS and specialized software
• Track interactions in CRM - Record customers interactions in internal system for cross-functional awareness and relationship development
• Contribute to routine CSR tasks - Follow-ups, Communicate with Technicians on call, Account Receivable tasks and others.

Requirements

• 3-5 years proven experience in a comparable role
• Excellent written and verbal communication skills
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above and beyond service
• Excellent time-management and prioritization skills
• Familiarity with Service Titan or comparable CRM system

About NC Water Heaters:

NC Water Heaters is a home services company dedicated to supporting homeowners maintain their biggest investment.

Our employees enjoy a work culture that promotes looking out for one another. We work as a team through challenges and celebrate each other's successes.

NC Water Heaters full-time benefits include medical insurance, paid time off, 401k match, dental, vision and life insurance, monthly production incentives, tuition reimbursement for career development courses related to your position, and company sponsored events. Part-time benefits include paid time off accrual!