Customer Service Representative

Join Our Team at Pioneer Plumbing in Tucson, AZ, and Elevate Your Career!

At Pioneer Plumbing, we’ve built a strong reputation over 40 years in the industry by delivering excellence in plumbing services and prioritizing customer satisfaction. Join our supportive team of professionals and enjoy unparalleled opportunities for growth, development, and success.

What We Offer:

Paid Time Off (PTO): Balance work with life’s priorities.
401(k) Plan: Invest in your future with company support.
Continued Education & Training: Opportunities to grow and develop your skills.
Employee Development: Focused on helping you reach your full potential.
Company & Managerial Support: Training to ensure success.
Multi-Company Resources: Access to tools and expertise across a network of professionals.

Purpose:
The CSR/Dispatcher plays a vital role in ensuring seamless daily operations by coordinating service technicians, managing customer communications, and optimizing scheduling. This role directly supports technician productivity and customer satisfaction by minimizing downtime, reducing wait times, and maintaining proactive communication.

Expectations:

Service & Communication:

• Answer and manage inbound calls with professionalism and empathy.

• Communicate proactively with customers regarding appointments, reschedules, and technician updates.

• Act as a liaison between customers, technicians, and the parts department to ensure seamless operations.

Scheduling & Dispatch:

• Efficiently dispatch service technicians based on location, job priority, and expertise.

• Ensure all scheduled service calls are properly documented, tagged, and tracked in ServiceTitan software.

• Confirm that necessary parts are available before dispatching technicians.

• Optimize scheduling to minimize technician travel time and maximize job completion rates.

• Manage on-call rotation schedules and technician availability.

Process & Performance:

• Track and maintain performance metrics such as wait times, job completion rates, and dispatch accuracy.

• Ensure accurate and timely ticket closure and service documentation.

• Conduct call reviews and follow-ups to support technician success.

• Generate reports on key performance indicators (KPIs) for management review.

• Maintain a high level of process accuracy and organization.

Job Requirements:

✔ Prior experience in dispatching or customer service (HVAC, plumbing, or similar industry preferred).
✔ Proficiency in ServiceTitan or similar CRM/dispatching software.
✔ Strong multitasking skills and ability to manage multiple screens simultaneously.
✔ Excellent verbal and written communication skills.
✔ Strong problem-solving skills and ability to work in a fast-paced environment.
✔ Detail-oriented and process-driven mindset.

Core Competencies:

• Multitasking & Time Management – Ability to handle multiple tasks efficiently.

• Customer Service & Communication – Professionalism and clarity in customer interactions.

• Process-Driven Thinking – Focus on accuracy, consistency, and efficiency.

• Technical Proficiency – Ability to navigate and utilize dispatch software effectively.

• Collaboration & Problem-Solving – Working with technicians, managers, and customers to ensure smooth operations.

Join a Company That Values Your Skills!

At Pioneer Plumbing, we foster a culture of teamwork, professionalism, and growth. Apply today to become part of a company that invests in your success while providing an exciting and rewarding career path!