Service Dispatcher & Customer Experience Coordinator

Tech9; Virginia, Northern (IL, KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

PlumbLife Plumbing is seeking a dedicated Service Dispatcher to manage daily scheduling, dispatch technicians, and maintain clear customer communications. You will ensure service calls are scheduled efficiently and that technicians have precise, timely instructions to complete work to the highest standards.

The role emphasizes strong organizational and communication skills, with a focus on delivering exceptional customer service and handling inquiries promptly.

Qualifications

• Proven experience in a service-oriented role, preferably administrative or coordination.
• Strong organizational skills with the ability to multitask and prioritize.
• Excellent written and verbal communication with a customer-first attitude.
• Ability to resolve conflicts and manage customer expectations calmly and professionally.
• Attention to detail and proactive problem-solving approach.
• Proficiency with scheduling software and office management tools.
• Experience in dispatching or service scheduling is a plus.

Responsibilities

• Manage the Dispatch Board: maintain daily schedules for Service Technicians and dispatch calls.
• Communicate arrival times and changes to customers to manage expectations.
• Lead response and appointment booking: assist customers in booking appointments with details.
• Reschedule appointments for calls not completed the same day.
• Coordinate return trips when parts are available to minimize disruption.
• Address customer complaints professionally and follow up for satisfaction.
• Keep accurate records of customer interactions and processes.
• Follow company communication procedures with managers and customers.
• Engage with customers to enhance experience and loyalty.
• Collaborate with team and inform customers of schedules and delays.
• Perform additional duties as assigned by management.

Skills

Customer service

Scheduling

Dispatching

Administrative

Tools

Scheduling software

Job description

PlumbLife Plumbing is seeking a dedicated Service Dispatcher to manage daily scheduling, dispatch technicians, and maintain clear customer communications. You will ensure service calls are scheduled efficiently and that technicians have precise, timely instructions to complete work to the highest standards.

The role emphasizes strong organizational and communication skills, with a focus on delivering exceptional customer service and handling inquiries promptly.