Client Care & Dispatch Coordinator

Company Description

Fix & Flow Plumbing Co. offers high-quality plumbing repair and installation services for homes and businesses in the Atlanta metro area. Our team specializes in maintaining and repairing essential plumbing systems, including water heaters, gas lines, and sewer lines. From kitchen sink installations and appliance connections to bathroom fixture repairs and drain cleaning, we provide comprehensive solutions for plumbing needs. We’re also dedicated to enhancing water quality with whole-house water filtration systems, ensuring the health and safety of our customers. At Fix & Flow Plumbing Co., we pride ourselves on delivering reliable and customer-focused service for every project, big or small.

Role Description

The Client Care & Dispatch Coordinator is a full-time, on-site position located in the Atlanta Metropolitan Area. The role involves serving as the primary point of contact for customers, managing inbound calls, scheduling service appointments, and coordinating efficient dispatch of plumbing technicians. Responsibilities include ensuring customer satisfaction through excellent communication, resolving service inquiries, and maintaining accurate records of appointments and service details in company systems. This role is vital in creating a smooth experience for clients while supporting the operations team in delivering timely and quality plumbing services.

Qualifications

• Strong Interpersonal Skills and the ability to foster positive relationships
• Excellent Phone Etiquette and clear, professional Communication
• Commitment to Customer Satisfaction and high-quality Customer Service
• Proven ability to effectively manage schedules and prioritize tasks in a fast-paced environment
• Proficiency in basic office software and ability to learn company-specific systems
• Problem-solving skills and attention to detail
• Previous experience in customer support, dispatching, or administrative roles is a plus

What You’ll Do

Answer inbound customer calls professionally and promptly.

Book qualified service calls and appointments.

Collect accurate customer, property, and job information.

Explain service call pricing clearly and confidently.

Schedule appointments based on urgency, availability, technician skill set, and route efficiency.

Monitor the dispatch board throughout the day.

Communicate schedule updates, technician delays, and appointment changes with customers.

Support technicians with accurate job notes, access details, and customer expectations.

Return missed calls and help recover unbooked opportunities.

Document customer conversations, job details, and follow-up notes accurately.

Identify urgent calls, real estate deadlines, builder needs, investor projects, and high-value opportunities.

Help reduce canceled jobs through strong communication and follow-up.

Escalate urgent, sensitive, or high-priority situations to management.

What We’re Looking For

Strong phone and customer service skills.

Professional, calm, and confident communication style.

Ability to multitask in a fast-paced service environment.

High attention to detail.

Strong organizational skills.

Comfortable using scheduling software, CRM systems, or dispatch platforms.

Ability to stay composed with urgent or frustrated customers.

Dependable, punctual, and accountable.

Willingness to learn company processes, scripts, pricing, and service standards.

Experience in plumbing, HVAC, electrical, construction, home services, property management, real estate, dispatch, or scheduling is strongly preferred.

ServiceTitan experience is a major plus.

Preferred Experience

Customer service or call center experience.

Home service dispatch or scheduling experience.

Plumbing, HVAC, electrical, or trades office experience.

ServiceTitan or similar field service software experience.

Experience coordinating technicians or field service appointments.

Experience handling real estate agents, property managers, builders, remodelers, or investor clients.

Compensation

Pay Range: $22–$28 per hour, depending on experience.

Performance bonus opportunities may be available based on call quality, booking rate, missed call recovery, accurate documentation, customer experience, and dispatch support.

Schedule

Full-time position.

Typical business hours with some flexibility required based on call volume, technician schedules, customer needs, and company growth.

Why Join Fix & Flow?

You’ll be part of a growing plumbing company with structure, leadership, and opportunity. This role is ideal for someone who enjoys helping customers, keeping schedules organized, supporting a field team, and being an important part of daily operations.

Pay: $22.00 - $28.00 per hour

Ability to Commute:

• Atlanta, GA 30324 (Required)

Work Location: In person