Dispatch/Customer Service Representative

Dispatch / Customer Service Representative Join Our Team & Help Keep Operations Running Smoothly! At DRF Installations, we’re looking for a Dispatch / Customer Service Representative who thrives in a fast-paced environment and takes pride in delivering an exceptional customer experience. In this role, you’ll be a key part of our Operations team—coordinating daily installations, supporting technicians in the field, and serving as a reliable point of contact for our customers. If you’re detail-oriented, organized, and enjoy solving problems in real time, this is a great opportunity to grow your career. What You’ll Do Customer Communication & SupportHandle inbound calls, emails, chats, and texts while providing professional, solution-focused supportConduct outbound communication for appointment confirmations, technician arrival windows, and scheduling updatesSet clear expectations for customers throughout the installation processAddress escalations with empathy, professionalism, and a customer-first mindsetDispatch & Operational CoordinationRoute and dispatch technicians based on location, schedules, and operational prioritiesMonitor and adjust schedules throughout the day to manage changes, delays, and urgent requestsCoordinate with plumbers, subcontractors, retail partners, and internal teamsEnsure technicians have the necessary permits, products, and job details to complete installations efficientlyTroubleshoot scheduling conflicts, service issues, and operational challengesDocumentation & Administrative SupportMaintain accurate customer records, notes, and updates within CRM and dispatch systemsAudit installation files to ensure required permits, photos, invoices, and documentation are completeProcess payments securely and update customer accountsSupport post-installation follow-up and documentationWhat We’re Looking For QualificationsHigh school diploma or equivalent requiredPrevious experience in customer service, dispatch, scheduling, or call center environments preferredExperience in plumbing, HVAC, home services, or field service operations is a plusSkills That Set You ApartStrong communication skills across phone, email, chat, and textAbility to multitask and prioritize in a fast-paced environmentExcellent problem-solving and organizational skillsHigh attention to detail and documentation accuracyAbility to stay calm and professional under pressureComfortable using computers, CRM, and dispatch systemsTeam-oriented mindset with the ability to work cross-functionallyWhy You’ll Love Working Here You will be part of a supportive, team-focused environment. We’re committed to professionalism, accountability, teamwork, and delivering a top-tier customer experience in every interaction.Full-time opportunities with morning and evening shifts availableMake a real impact by helping customers every dayGain experience across operations, customer service, and coordinationOngoing training, coaching, and opportunities to growGenerous benefits package including health & welfare benefits and tuition reimbursementReady to Join Us? If you’re motivated, organized, and passionate about delivering great service, we’d love to hear from you.