CSR / Dispatcher

The Role

As a CSR at Golden Plumbing, you are the first voice our customers hear. You convert incoming calls into booked appointments, manage the dispatch board, and set the tone for the entire customer experience. Every call is an opportunity to win a customer for life.

What You'll Do

• Answer all incoming calls within 3 rings with the Golden Plumbing greeting
• Listen to customer concerns with empathy and gather complete job information
• Book appointments accurately in ServiceTitan with all required details
• Manage the dispatch board and optimize technician scheduling
• Handle pricing objections without giving quotes over the phone
• Follow up on all unbooked calls within 24 hours
• Process membership enrollments and explain benefits
• De-escalate upset customers and turn complaints into opportunities
• Coordinate with technicians on schedule changes and emergencies
• Maintain accurate customer records in the CRM

How We Measure Success

Career Path

CSR → Senior CSR → Dispatch Lead → Office Manager. Membership sales and booking rate performance drive advancement.