Dispatcher / Call Center Representative
Job Summary
We are hiring a Dispatcher / Call Center Representative to be the friendly first point of contact for our customers and the coordination hub for our field technicians. In this fast-paced role you will answer inbound calls, book and dispatch service appointments, keep customers informed, and help keep our plumbers and drain techs running efficiently throughout the day. Full-time and part-time schedules are available. This position can be in-person at our Naperville, IL office, hybrid, or fully remote — remote candidates can be located anywhere.
Responsibilities
- Answer inbound calls promptly and professionally, capturing accurate customer and job details
- Schedule and dispatch technicians based on skill set, location, and route efficiency
- Use dispatch software and CRM tools to create, update, and track service tickets
- Communicate accurate arrival windows and ETAs to customers and update them on any changes
- Handle after-hours and emergency call routing to the correct on-call technician
- Follow up on open estimates and pending appointments to help convert and close jobs
- Maintain accurate, detailed records of calls, appointments, and customer interactions
- Present current memberships, coupons, and specials to customers ethically and helpfully
Qualifications
- High school diploma or GED
- 1+ year of customer service, call center, or dispatch experience
- Clear, professional phone communication and active listening skills
- Ability to multitask and stay organized under pressure in a fast-paced environment
- Computer proficiency with the ability to learn CRM and dispatch software quickly
- Reliable high-speed internet and a quiet workspace if working remotely
Preferred
- Prior dispatch experience in home services or the trades
- Experience with Housecall Pro is a plus (ServiceTitan or similar field-service software also helpful)
- Bilingual (English/Spanish) a plus
