Benjamin Franklin Plumbing, The Punctual Plumber One Hour Heating & Air Conditioning
Now hiring · Delaware, Ohio

Customer Service Rep & Dispatcher

You'll be the voice of Benjamin Franklin Plumbing and One Hour Heating & Air Conditioning. You answer the phones, run the dispatch board, and make sure every customer gets booked, followed up with and taken care of.

Benjamin Franklin pays the customer if we're late. One Hour is on time or you don't pay a dime. The person at this desk is the one who keeps both promises.

Takes about 8 minutes. At the end you'll pick a time for a 20-minute call with Nick, the owner, by phone or Google Meet.

The job Step 1 of 8

Read this first. It's the whole job, start to finish. Next, we'll ask which parts you're up for.

01

Answer and book

  • Answer calls and book them. Reply to customers who text us asking to book, too.
  • Tell customers what services we offer, and push for a free on-site estimate.
  • Offer HVAC to plumbing customers, and plumbing to HVAC customers.
  • Keep every customer, call and job in ServiceTitan, our CRM.
  • Call unsold estimates to get our salesman back out to sell the job.
  • Call customers and ask for Google reviews.
  • Between calls, search local Facebook and Nextdoor groups and communities for potential leads.
  • Make outbound calls to property management firms and other trades companies about partnerships.
02

Dispatching

  • Send technicians to jobs. That means a confirmation call to the customer, then a debrief with the tech after the job to make sure they hit every requirement. For example: sold or a follow-up scheduled, a Google review, photos of the furnace, and the system pressure checked. If something's missing, you make sure it gets fixed.
  • Make sure every sold job has what it needs to succeed: OUPS number, permit filed, equipment ordered, and so on.
  • Own on-time arrival for our technicians through smart scheduling, and update customers with their ETA as the day goes.
  • Make happy calls after successful installs, and ask for referrals and Google reviews.
03

Hours, pay and benefits

  • Monday–Friday, 7 AM–4 PM.
  • We prefer hybrid, or 5 days in our Delaware office if you live close by. Fully remote is possible if you absolutely need it.
  • Hourly base pay, plus a bonus for every appointment you book (the average is 3–7 a day), plus a monthly bonus tied to profits.
  • Benefits: 401(k), paid time off, and health insurance after 90 days.
  • At times, there's a chance to make extra money booking calls after hours or on weekends, or working trade and home shows.

What it takes

  • Comfortable on the phone, including calling people who didn't call you.
  • Self-motivated. When the phones go quiet, you find the next thing to do.
  • Organized. Nobody hands you a list. You build your own system for tracking leads, callbacks and follow-ups, and you keep it up.
  • Firm with techs, warm with customers, sometimes in the same five minutes.
  • Quick on a computer. ServiceTitan experience is a plus. We'll train you either way.