Weekend Dispatcher / Customer Service Representative

Mr. Rooter Plumbing; Fairfield (CA); On-site; USD 25,000 - 39,000; Full time

Job summary

Mr. Rooter Plumbing is seeking a dependable Weekend Dispatcher / Customer Service Representative to join our office team. You will be the first point of contact for customers needing service and you will help coordinate our service technicians throughout the day.

This role requires calm, organized communication, strong multitasking, and a commitment to keeping customers and technicians informed. Weekend availability and the ability to hand off unresolved items to the weekday team are essential.

Qualifications

• Dependable, punctual and organized individual with strong communication skills.
• Ability to manage multiple calls, customers, and technicians simultaneously.
• Comfortable using computers and learning new software; good problem-solving attitude.

Responsibilities

• Answer incoming customer calls in a friendly and professional manner.
• Gather accurate information about plumbing needs.
• Schedule service appointments and enter job information accurately.
• Dispatch and coordinate service technicians throughout the day.
• Communicate appointment expectations with customers.
• Monitor the schedule and adjust as conditions change.
• Keep technicians and management informed of scheduling or customer issues.
• Maintain accurate job notes in the service management system.
• Follow up on open items as needed.
• Resolve routine customer concerns and elevate issues appropriately.
• Handoff unresolved weekend items to weekday office team.

Skills

Dependable

Punctual

Independent worker

Phone communication

Organized

Detail-oriented

Multi-tasking

Problem ownership

Tools

ServiceTitan

Job description

Weekend Dispatcher / Customer Service Representative

Mr. Rooter Plumbing is looking for a dependable, organized, and customer-focused Weekend Dispatcher / Customer Service Representative to join our office team.

This position plays an important role in keeping our weekend service operation running smoothly. You will be one of the first points of contact for customers who need plumbing service and will help coordinate our service technicians throughout the day.

We are looking for someone who communicates well, stays calm when things get busy, and can balance taking care of customers with keeping technicians organized and productive.

What You’ll Do

• Answer incoming customer calls in a friendly and professional manner
• Listen to customers and gather accurate information about their plumbing needs
• Schedule service appointments and enter customer and job information accurately
• Dispatch and coordinate service technicians throughout the day
• Communicate appointment and arrival expectations with customers
• Monitor the schedule and adjust appointments as conditions change
• Keep technicians and management informed of important scheduling or customer issues
• Maintain accurate job notes and customer information in our service management system
• Follow up on open items when needed
• Help resolve routine customer concerns and elevate issues appropriately
• Work with the weekday office team to ensure a clean handoff of any unresolved weekend items

What We’re Looking For

The right person for this position is:

• Dependable and punctual
• Comfortable working independently
• Friendly and confident on the phone
• Organized and detail-oriented
• Able to manage multiple calls, customers, and technicians at the same time
• Able to prioritize urgent situations without losing track of the rest of the schedule
• Comfortable using computers and learning new software
• A clear communicator with both customers and coworkers
• Able to remain professional when dealing with frustrated or stressed customers
• Willing to take ownership of problems instead of simply passing them along

Previous experience in dispatch, customer service, plumbing, HVAC, electrical, home services, property management, or another service-based business is helpful, but we are willing to train the right person.

Experience with ServiceTitan is a plus.

Schedule

This is a weekend office/dispatch position.

Candidates should have reliable weekend availability and understand that weekends can be an important and fast-moving part of a plumbing service operation.

Why Join Mr. Rooter Plumbing?

We are an established plumbing service company serving residential and commercial customers. Our office and field teams work together to provide customers with professional, dependable service.

We believe in clear communication, accountability, teamwork, and treating customers the way we would want to be treated.

For the right person, this is an opportunity to become an important part of a team where your work directly affects our customers, technicians, and the success of the company.