On-Call Dispatcher & CSR — Plumbing & HVAC Expert

Johns Plumbing Heating & Air Inc; Colfax (NC); On-site; USD 25,000 - 30,000; Full time

Job summary

Johns Plumbing Heating & Air Conditioning, Inc. is seeking a dependable Customer Service Representative/Dispatcher to join our Colfax team. You will be the first point of contact for customers and coordinate service calls for our plumbing, HVAC and electrical technicians.

The role requires strong multitasking, clear communication, and the ability to manage high call volumes, scheduling efficiently, and on-call shifts during weekdays and weekends.

Qualifications

• Experience in customer service, dispatching, or call center environment preferred.
• Strong phone presence with excellent communication and listening skills.
• Ability to multitask and stay organized in a fast-paced, high-volume environment.
• Sales-minded with the ability to identify opportunities to book calls and maximize revenue.
• Bilingual is a plus.
• Valid North Carolina driver’s license with fewer than 3 points (Requirements).

Responsibilities

• Answer incoming calls with professionalism and urgency.
• Schedule service calls for plumbing and HVAC requests.
• Dispatch technicians based on skill set, location, and call priority.
• Continuously monitor and adjust the schedule to account for delays, emergencies, and job changes.
• Communicate clearly with technicians throughout the day to ensure smooth job flow.
• Accurately enter and update customer information, job details, and invoices in the system.
• Make outbound calls to confirm appointments, follow up on services, and rebook unsold estimates.
• Educate customers on services and promote maintenance agreements or additional services when appropriate.
• Work closely with management and team members to improve processes and customer experience.
• Mandatory on call shifts during the week and on weekends

Skills

Customer service

Dispatching

Scheduling

Call center

Multitasking

Communication

Microsoft Office

Sales mindset

Bilingual

Tools

Scheduling software

CRM software

Microsoft Office

Job description

Johns Plumbing Heating & Air Conditioning, Inc. is seeking a dependable Customer Service Representative/Dispatcher to join our Colfax team. You will be the first point of contact for customers and coordinate service calls for our plumbing, HVAC and electrical technicians.

The role requires strong multitasking, clear communication, and the ability to manage high call volumes, scheduling efficiently, and on-call shifts during weekdays and weekends.