Join Mullen Plumbing, Heating & Cooling as a Customer Service Dispatch Representative in Charleston, WV.

Join a dynamic and passionate team where you'll serve as a key liaison between customers, technicians, and management. In this role, you’ll demonstrate your expertise and attention to detail while ensuring exceptional service delivery, accurate job scheduling, and seamless communication to drive operational success within a fast-paced, service-oriented environment.

Primary responsibilities Include:

• Serve as the Subject Matter Expert (SME) and specialized customer point of contact for the assigned division
• Answers inbound customer calls and books Jobs for accurate scheduling of appointments to the assigned business unit, with extensive detail in building the ticket and asking the right questions to the customer to ensure a thorough understanding of needs, opportunities and Technician assignments/availability for proper Dispatch
• Work with Dispatch, Service and/or Install Managers to understand business needs to develop and fill 3-day Call Board
• Follow-up on all Customer Estimates and Parts Ordered jobs to proactively generate leads for the assigned division
• Complete Debrief for all Technicians assigned to the business unit at completion of job to review tasks associated with work and ensure Invoice details are accurate, including work performed, parts/materials, fees, accuracy of customer information (including equipment information for registration, if applicable) and ensure collection of payment at the time of service, including credit card information and/or applying payment to customer accounts for proper completion of job to timely close all tickets
• Dispatches Technicians for assigned business unit, completes and closes all service and/or tickets and Estimates by Noon each day (from the proceeding business day) and handles all necessary follow-up with Technicians, Manager and/or Warehouse
• Responsibility for all customer status notification for booked jobs, including status updates for scheduled appointments, notification of any changes and parts updates to customers
• Timely and proactively manages jobs on “hold” to maximize revenue opportunities and satisfy needs of 3-day Call Board
  • Other Duties and Responsibilities
    • Answers inbound/outbound calls as needed and/or assigned daily
    • Serves as the primary liaison between the department and business unit Technicians, and participates in department/division meetings as required or scheduled
    • Works closely with Customer Service Dispatch Team to assist in covering any gaps in service
    • Other duties as assigned by Management
    • Overtime may be required based on business needs

**** **** Competencies for Success

• Minimum of 2–3 years of experience in a dispatch or operator role within a service-based organization
• Experience in plumbing, heating, or cooling industries is preferred but not required
• Familiarity with dispatch software is a plus
• Strong attention to detail is essential
• Ability to multi-task effectively in a fast-paced environment
• Capable of handling stressful situations with composure
• Highly organized with excellent follow-through and time management skills
• Strong verbal and written communication abilities
• High level of integrity, strong interpersonal skills, and the ability to build and maintain professional relationship

Benefits

• Competitive salary.
• Paid time off and holidays.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.

Mullen Plumbing is an Equal Opportunity Employer.