Customer Service Representative/ Dispatcher

Chen Plumbing•Norcross, GA

2d•Onsite

About The Position

As a Customer Service Representative (CSR)/Dispatcher at Chen Plumbing, you are the first point of contact for our customers and a key player in the day-to-day success of our operation. You’ll handle inbound customer calls and texts, coordinate job details, communicate with our plumbing team, dispatch jobs to our technicians, manage the dispatch board, and ensure each customer receives timely, clear, and courteous service. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

Requirements

2–3+ years of customer service experience (plumbing or home services industry preferred)
Reliable transportation to and from our Norcross office.
Strong verbal and written communication skills.
Comfortable using computers, scheduling software, and web-based messaging platforms.
High school diploma or GED.
Ability to sit and remain focused for extended periods.

Responsibilities

Answer incoming phone calls and respond to customer text messages promptly and professionally.
Book service appointments, answer service-related questions, and confirm job details with customers.
Dispatch technicians to ensure smooth job scheduling and updates.
Document all customer interactions and job notes accurately in our system.
Follow up on open issues, reschedules, or delays and keep customers informed every step of the way.
Address customer concerns with empathy and professionalism, escalating issues when needed.