Lead CSR & Dispatch Coordinator

Bayshoreplumbers; Redwood City (CA); Hybrid; USD 34,000 - 55,000; Full time

Job summary

Bayshore Plumbers is seeking a Lead Customer Service Representative to oversee daily customer interactions, coordinate with technicians, and manage reporting and admin tasks. This leadership role ensures exceptional service and efficient field operations on the SF Peninsula.

The Lead CSR will drive performance, monitor key metrics, and help grow the customer-care function, with a focus on timely follow-ups, accurate estimates, and professional communication.

Qualifications

• 2-4 years in customer service, administrative support, dispatch, or office coordination.
• Strong leadership and team oversight experience.
• Excellent organizational, time management, and multitasking skills.
• Strong written and verbal English communication.
• Ability to work under pressure in a fast-paced service environment.
• Tech-savvy: experience with dispatching software, CRM tools, and scheduling systems.

Responsibilities

• Oversee daily customer interactions, technician coordination, reporting, and administrative operations.
• Prepare and deliver weekly reports, including estimates closed and customer feedback.
• Track technician locations, job statuses, and daily progress.
• Monitor and respond to customer complaints, feedback, and escalations.
• Dispatch management: schedule and dispatch technicians for daily jobs and optimize routes.
• Assist in payroll coordination and collections efforts.

Skills

Leadership

Organizational skills

Communication (English)

Time management

Multitasking

Tools

Dispatching software

CRM tools

Scheduling systems

Job description

Bayshore Plumbers is seeking a Lead Customer Service Representative to oversee daily customer interactions, coordinate with technicians, and manage reporting and admin tasks. This leadership role ensures exceptional service and efficient field operations on the SF Peninsula.

The Lead CSR will drive performance, monitor key metrics, and help grow the customer-care function, with a focus on timely follow-ups, accurate estimates, and professional communication.