Empathetic Dispatch & Scheduling Specialist

Rooter Hero Plumbing & Air; San Fernando (CA); On-site; USD 42,000 - 65,000; Full time

Job summary

Rooter Hero Plumbing & Air in California is seeking a Customer Service Representative to be the first point of contact for homeowners during plumbing or HVAC issues, listening with empathy and scheduling our technicians promptly.

You will handle inbound calls, follow up on service requests, maintain a professional attitude, and collaborate with dispatchers to ensure smooth service delivery while learning our scheduling software.

Qualifications

• At least two years of experience in a customer-facing role.
• Strong communication skills with the ability to speak clearly, listen actively, and convey empathy over the phone.
• Basic computer proficiency, including the ability to type accurately while speaking with customers and navigate multiple software systems.
• A reliable, punctual approach to work with a commitment to maintaining your scheduled shifts.
• A collaborative mindset and the ability to remain calm and professional during peak call volumes.

Responsibilities

• Handle inbound calls with patience and clarity, gathering accurate information from homeowners, and booking appointments into our dispatch system.
• Make proactive outbound calls to follow up on service requests, confirming scheduled appointments, and ensuring customers are kept informed at every step of the process.
• Maintain a helpful, professional attitude during every customer interaction.
• Collaborate closely with dispatchers and field technicians to ensure seamless communication and service delivery.
• Develop a solid understanding of our services to confidently answer basic customer questions and offer appropriate solutions.

Skills

Empathy & active listening

Clear verbal communication

Multi-tasking with software

Punctuality & reliability

Team collaboration

Tools

ServiceTitan software

Job description

Rooter Hero Plumbing & Air in California is seeking a Customer Service Representative to be the first point of contact for homeowners during plumbing or HVAC issues, listening with empathy and scheduling our technicians promptly.

You will handle inbound calls, follow up on service requests, maintain a professional attitude, and collaborate with dispatchers to ensure smooth service delivery while learning our scheduling software.