Dispatcher / CSR for US Plumbing Company - Housecall Pro - Excellent English Required

Bamboo Plumbing is a licensed residential plumbing company in South Florida. Two field technicians, owner-operated, established business. We are hiring one remote person to run our office.

Read this before applying: this job is mostly the telephone. You will be the voice of our company. Every customer who calls us reaches you first, usually with water on their floor and a lot of stress in their voice. Your job is to calm them down, get the details, and put them on the schedule.

Because of that, your spoken English needs to be excellent. Clear, warm, natural, and easy for an American homeowner to understand on the first try. If English is a strength you are confident in, please apply. If it is something you are still working on, this particular role will not be a good fit, but we wish you the best.

WHAT YOU WILL DO

Answer inbound calls and book jobs. This is the core of the role and the thing we care most about.

Dispatch our technicians. Assign the right tech to the right call based on drive time, job type, and who is strongest at that kind of work. You will move the board around all day as emergencies come in.

Handle the back office. Email , ordering parts and materials, shipping, certificates of insurance, permits, and research when a job needs it.

Close out every day. Every job invoiced, priced, paid, and closed. Anything unfinished gets flagged for follow-up.

Communicate directly with the technicians. Give them their day, answer their questions, keep them moving. You handle the normal things yourself. The owner steps in only for real problems.

Later, once you know our customers and our systems, the role grows into outbound calls to past customers, post-job follow-up calls, and weekly reporting on call volume, booking rate, and revenue by technician.

REQUIREMENTS

Excellent spoken English with a clear, warm, confident phone voice
Strong written English for customer email s
Previous experience with a US home services company: plumbing, HVAC, electrical, roofing, or restoration
Hands-on experience with Housecall Pro, ServiceTitan, Jobber, ServiceFusion, or FieldEdge
Available full-time during US Eastern business hours
Reliable high-speed internet, quiet workspace, quality headset

Most important quality: judgment. We need someone who thinks. When something is not covered by a rule, you make a sensible decision and tell us afterward. If you need to be told what to do next all day, this is not the right job.

DETAILS

Full-time, 40 hours per week, US Eastern business hours
$1,000 to $2,000 per month depending on experience
90-day probation period, then paid time off and performance-based increases
Long term. We want someone who is still with us in five years.

HOW TO APPLY

Applications without a video will not be reviewed. This takes five minutes.

Send us:

Your resume.
The name of the home services company you worked for, how long you were there, and which software you used daily.
A video, 2 to 3 minutes, recorded on your phone. No editing, no script, no need to dress up. In the video please cover:
Your name and where you are based
Your dispatch or customer service experience, briefly
Answer this: It is 2pm. One technician is finishing early on the north side of town. Your other technician is an hour south with two more hours of work. A customer calls with no hot water, located between the two of them. Walk us through your thinking. What do you need to know before you d ---------- ?
Answer this: A customer is angry because a technician arrived later than the window we gave. What do you say to them?

We are listening for how you speak and how you think, not for perfect answers. Take your time and be yourself.

Everyone who completes all three steps gets a reply from us.