Dispatch / CSR – Customer Control & Schedule Execution Specialist

Ninja Plumbing, Heating & Air-Dispatch / CSR – Customer Control & Schedule Execution Specialist

Location: Lehi Utah
Schedule: Wednesday–Sunday, 10:30 AM – 7:00 PM
Pay: Based on experience + performance opportunities

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About the Role

Ninja Plumbing, Heating & Air is looking for a high-level Dispatch / CSR Specialist to help control our schedule, support our technicians, and deliver an excellent customer experience.

This is not a basic receptionist position.

This role combines:

• Customer communication
• Lead management
• Outbound follow-up
• Schedule control
• Dispatch execution
• Real-time problem solving

You will be responsible for both customer control and schedule execution.

The ideal candidate is:

• Fast-paced
• Organized
• Confident on the phone
• Able to multitask under pressure
• Strong with systems and communication
• Capable of making decisions quickly and accurately

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Schedule

Standard Schedule:

• Wednesday–Sunday
• 10:30 AM – 7:00 PM

This role includes:

• Evening coverage
• Weekend coverage
• Live dispatch support during peak hours

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Primary Responsibilities

Customer Service Responsibilities

• Answer inbound calls professionally
• Book service appointments
• Manage customer follow-ups
• Respond to new leads quickly
• Work outbound call lists
• Convert opportunities into booked work
• Maintain accurate customer notes in ServiceTitan

Dispatch Responsibilities

• Monitor and manage the dispatch board
• Fill schedule gaps proactively
• Support technicians throughout the day
• Handle reschedules and schedule adjustments
• Prioritize emergency and high-priority calls
• Maintain control of the 3-day board
• Communicate with customers and technicians clearly

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What You’ll Be Responsible For

• Managing inbound and outbound opportunities
• Following structured follow-up systems
• Maintaining schedule flow throughout the day
• Supporting revenue generation through proper booking and dispatching
• Making real-time decisions under pressure
• Keeping technicians productive and schedules full

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Ideal Candidate Traits

We are looking for someone who:

• Stays calm under pressure
• Learns systems quickly
• Thinks proactively instead of reactively
• Can multitask without losing control
• Understands urgency and priority
• Has strong communication skills
• Enjoys solving problems and controlling workflow

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Systems Used

• ServiceTitan
• Slack
• Google Workspace
• Phone/Text platforms

Previous ServiceTitan experience is highly preferred.

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Performance Expectations

Success in this role is measured by:

• Booking rate
• Follow-up completion
• Schedule control
• Technician efficiency
• Communication quality
• Ability to maintain a full board

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Daily Responsibilities Include

• Responding to new leads within minutes
• Working unscheduled jobs
• Managing follow-ups
• Filling dispatch gaps
• Supporting technicians
• Maintaining future schedules
• Handling customer communication professionally

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This Role Is NOT For Someone Who:

• Waits to be told what to do
• Struggles under pressure
• Avoids phone communication
• Cannot multitask
• Has difficulty learning systems quickly

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Requirements

• Strong customer service skills
• Strong communication and organization
• Ability to multitask in a fast-paced environment
• Computer proficiency
• Ability to work evenings and weekends
• Dispatch and/or CSR experience preferred
• ServiceTitan experience strongly preferred

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About Ninja Plumbing, Heating & Air

We are building a high-performance team focused on:

• Customer experience
• Schedule control
• Professionalism
• Growth
• Accountability

We believe:
“We don’t react to the day — we control the day.”

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To Apply

Please send: Resume or any Relevant experience, including service titan to [email protected]    
 or call (801) 882-2675