CSR / Dispatcher

Location: White Lake, MI
Company: Carter's Plumbing, Heating & Cooling
Pay: $17-$20 per hour

The Air Traffic Controller of the Company

At Carter's Plumbing, Heating & Cooling, our mission is simple: Growing Together as a Team to Serve Every Customer with Excellence—and have fun doing it.

We're looking for a CSR / Dispatcher who can keep customers happy, technicians productive, and the schedule running smoothly. If you thrive in a fast-paced environment, love helping people, and enjoy the challenge of juggling multiple priorities, this could be the perfect fit.

Every day is different. One minute you're helping a customer with a plumbing emergency, the next you're finding a way to maximize a technician's schedule or turning an inbound call into a booked appointment.

What You'll Do

• Answer inbound customer calls with professionalism and urgency
• Schedule plumbing and HVAC service appointments
• Dispatch technicians efficiently throughout the day
• Manage schedule changes, cancellations, and emergency calls
• Communicate with customers regarding appointment status and expectations
• Support technician utilization and route efficiency
• Document customer interactions accurately in Service Titan
• Assist with outbound calling campaigns and membership follow-up
• Educate customers on memberships, financing, and available services
• Deliver an exceptional customer experience on every interaction

What We're Looking For

• 1+ years of CSR, dispatch, call center, or scheduling experience
• Previous HVAC, plumbing, electrical, or home service industry experience required
• Service Titan experience strongly preferred
• Experience handling high call volume
• Strong communication and customer service skills
• Ability to multitask and stay organized in a fast-paced environment
• Strong attention to detail and follow-through
• Ability to prioritize emergency calls and changing schedules
• Comfortable discussing memberships and financing options
• Ability to convert inbound calls into booked appointments
• Positive attitude and team-first mentality

Bonus Points For

• Previous dispatch experience
• Outbound calling experience
• Membership sales experience
• Experience managing technician schedules
• Inside sales experience
• Ability to de-escalate upset customers
• Basic understanding of plumbing and HVAC terminology
• Bilingual communication skills

What Success Looks Like

• High booking percentage
• Strong customer satisfaction scores
• Efficient technician scheduling and utilization
• Accurate documentation and communication
• Strong customer retention
• Reliable attendance and teamwork

Why Join Carter's?

• $17-$20 per hour
• Medical, dental, and vision benefits
• Paid time off and holidays
• 401(k) with company match
• Career growth opportunities
• Year-round stability
• A supportive team that believes in growing together and winning together

Ready to Join the Team?

If you're the person who can keep calm when the phones are ringing, technicians are calling, and customers need help—all while delivering a great experience—we want to hear from you.

Apply today and become a key part of the Carter's Plumbing, Heating & Cooling team!