Dispatcher/customer Service

**Arrow Plumbing & Heating**
**Job Title**:Dispatcher / Customer Service Representative
**Location**:1377 McIntyre St, Regina, SK S4R 2M9
**Company**:Arrow Plumbing & Heating

**About Us**:at Arrow Plumbing & Heating, we’ve proudly served the Regina community since 1958, providing fast and reliable HVAC, plumbing and electrical services. We are rapidly growing and looking for highly motivated team players to lead the continued growth of our brand in the Regina market.

**Job Summary**:we are seeking a dedicated, detail-oriented Dispatcher / Customer Service Representative to join our team. This is a fast-paced, highly dynamic role that sits at the center of our daily operations. You will be responsible for managing technician schedules, coordinating customer appointments, and supporting a high-quality customer experience in real time.

As the second point of contact for our customers, you will work closely with our office team (approximately five team members), technicians, and management to ensure efficient scheduling, clear communication, and smooth day-to-day operations. Success in this role requires strong organizational skills, adaptability, and comfort handling frequent inbound calls, shifting priorities, and changing conditions (including weather-driven demand).

**Key Responsibilities**

Customer Support
- Serve as a primary customer touchpoint for inbound calls after initial intake
- Schedule appointments, answer customer inquiries, and communicate timing updates
- Ensure a professional, seamless, and positive customer experience

Dispatch & Scheduling
- Book customer appointments and manage the daily dispatch schedule
- Optimize technician assignments based on availability, skill sets, and job requirements
- Adjust schedules in real time to account for emergencies, delays, or changing conditions

Team Coordination
- Work closely with the General Manager and Operations Manager to align scheduling priorities
- Communicate effectively with technicians and office staff to ensure clarity and efficiency

Sales & Booking Support
- Coordinate with the General Manager and sales team to schedule customer estimates and quote appointments
- Educate inbound callers on our service offerings, maintenance memberships, and available solutions
- Ensure customer needs are clearly documented and accurately booked in the dispatch system

Systems & Data Management
- Utilize company software and systems to manage customer records and technician calendars
- Accurately input and maintain customer information in our customer management system

Administrative Support
- Provide administrative assistance to the management team as needed
- Support data entry, reporting, and special initiatives or projects

Outbound Customer Outreach
- Conduct periodic outbound calls to existing customers
- Promote seasonal services, maintenance programs, and special offers
- Proactively schedule appointments to support workload planning

**Qualifications**:
Experience
- Minimum 2+ years of experience in customer service, administration, dispatch, or a related role
- Experience in HVAC, trades, or home services is an asset

Technical Skills
- Comfortable using computer systems and scheduling or CRM software
- Strong general computer literacy and ability to learn new systems quickly

Core Skills
- Highly organized with strong time-management skills
- Excellent verbal and written communication
- Strong problem-solving ability and attention to detail
- Ability to manage multiple tasks in a fast-paced environment

Personal Attributes
- Positive, professional, and empathetic approach with customers and teammates
- Calm and reliable under pressure
- Proactive, adaptable, and solution-oriented

Pay: $40,000.00-$62,000.00 per year

**Benefits**:

- Dental care
- On-site parking
- Paid time off
- RRSP match
- Vision care

**Experience**:

- Customer service: 5 years (preferred)

Work Location: In person