Client Care and Dispatch Coordinator
About Our Client
As a growing residential plumbing company serving Metro Atlanta, our client is building a professional, customer-focused team that takes pride in quality work, clear communication, and doing things the right way.
They are looking for a strong Client Care and Dispatch Coordinator team member who can help manage inbound calls, book service appointments, support technicians, and create a smooth experience for customers from the first phone call through dispatch.
This is not just a receptionist role. This position directly impacts revenue, customer satisfaction, technician efficiency, and the overall customer experience.
Role Overview
The Client Care and Dispatch Coordinator will be responsible for answering inbound customer calls, gathering accurate information, booking jobs into ServiceTitan, explaining service call pricing, scheduling appointments, monitoring the dispatch board, and communicating clearly with customers and technicians.
The ideal candidate is organized, professional, calm under pressure, confident on the phone, and comfortable working in a fast-paced home service environment.
Responsibilities would include:
- Answer inbound calls professionally and promptly.
- Book qualified service calls into ServiceTitan.
- Collect accurate customer, property, and job information.
- Explain service call pricing clearly and confidently.
- Schedule appointments based on availability, urgency, technician skill set, and route efficiency.
- Monitor the dispatch board throughout the day.
- Communicate schedule updates, delays, and changes to customers and technicians.
- Return missed calls and follow up on unbooked opportunities.
- Document all customer notes, job details, access instructions, and special circumstances.
- Identify urgent calls, real estate deadlines, builder needs, investor projects, and high-value opportunities.
- Assist with reducing canceled jobs and improving customer communication.
- Support technicians with clear job notes and accurate expectations.
- Escalate urgent, sensitive, or high-priority situations to management.
- Strong phone and customer service skills.
- Professional, calm, and confident communication style.
- Ability to multitask in a fast-paced office environment.
- High attention to detail.
- Comfortable using scheduling software, CRM systems, or dispatch platforms.
- Ability to learn and follow company scripts, pricing structure, and booking process.
- Strong organizational skills.
- Ability to stay composed with frustrated or urgent customers.
- Experience in plumbing, HVAC, electrical, construction, home services, property management, real estate, or dispatch is strongly preferred.
- ServiceTitan experience is a major plus.
- Scheduling or route coordination experience.
- Customer service or call center experience.
- Experience handling real estate agents, property managers, builders, or investor clients.
Benefits
Pay Range: $22-$28 per hour, depending on experience.
Performance bonus opportunities may be available based on:
- Booking rate
- Missed call recovery
- Call quality
- Accurate ServiceTitan documentation
- Canceled job reduction
- Customer experience
- Revenue booked from inbound calls