Customer Service Representative/Dispatcher

JOB DESCRIPTION

Become the Voice of In & Out Plumbing – where customer care meets operational excellence. Join Our Family-Owned Plumbing Team!

Now Hiring: CSR/Dispatcher

Office Location: NE Tacoma, WA

Service Areas: King, Pierce, & Thurston Counties

Schedule: Full-Time (40 hrs./week) Monday-Friday, with occasional after-hours support as needed

At In & Out Plumbing, we’re a family-owned company built on integrity, teamwork, and service excellence. Our Customer Service Representative/Dispatcher plays a key role in shaping the customer experience, supporting our plumbers, and keeping daily operations running smoothly. If you love helping people, enjoy working in a fast-paced environment, and want to be part of a team that cares about your growth, this role is for you.

Why Join In & Out Plumbing?

Family Business Culture: You’re not just another employee — you’re part of our plumbing family. This is a place to belong, feel valued, and contribute to a team that supports each other every day.

Customer Experience First: You’ll become the friendly voice customers trust. Your communication, care, and attention to detail create the foundation for customer loyalty and satisfaction.
Growth & Ownership in Your Role: As we continue to expand, you’ll have opportunities for leadership, operations development, customer service training, and deeper involvement in business systems.

What You’ll Be Doing

As the Customer Service Representative/Dispatcher, you help create an outstanding customer experience while supporting technicians and ensuring smooth operations. Responsibilities include:

Provide exceptional customer service by answering calls, scheduling jobs, and delivering clear communication
Maintain a high booking rate by converting incoming leads into scheduled appointments
Dispatch plumbing technicians efficiently and adjust the schedule throughout the day
Communicate with customers about arrival times, updates, and follow-ups
Send review requests and support the company’s online reputation
Track technician progress, job statuses, and follow-up needs
Ensure technicians have job details, materials, paperwork, licenses, and reminders
Maintain accurate customer records, job notes, and CRM documentation
Assist with apprentice licensing requirements, CEU reminders, and permit coordination
Support daily operations by preparing paperwork, organizing files, and updating schedules
Help maintain organization in the office, shop, and van inventory areas
Coordinate with vendors for parts, returns, deliveries, and warranty items
Support marketing campaigns, promotions, and customer retention programs
Provide overflow phone support and customer communication as needed
Attend team meetings and contribute to operational success goals

What We’re Looking For

Advanced customer service and communication skills
Strong organizational and multitasking abilities
Experience with phones, dispatching, scheduling, or office coordination
Minimum 2 years in customer service or administrative support
Ability to work in a fast-paced environment
Proficiency with computers, email, CRM systems (Housecall Pro preferred)
Reliable, dependable, and team-oriented
Strong problem-solving skills and attention to detail
Fluency in English

Preferred Qualifications:

High School Diploma or GED
Experience in plumbing, HVAC, electrical, or other skilled trades
Geographic knowledge of Pierce, King & Thurston Counties
Bilingual in Spanish
Experience supporting field technicians or managing dispatch boards
Comfort with customer retention communication and follow-ups
Familiarity with scheduling and routing systems
A warm, energetic personality that thrives in customer interaction

What We Offer

Competitive pay with opportunities for growth
Supportive, family-oriented team culture
Training and hands-on development in dispatch systems and customer service
Stable full-time schedule
Leadership opportunities in operations and customer care
Team appreciation days and company events
A workplace where you feel valued and part of the mission
Comprehensive Health Insurance Package

Application Deadline: This position is open until filled. Applications are reviewed as they come in, so we encourage interested candidates to apply promptly! We are an equal opportunity employer and do not discriminate based on race, gender, age, disability, or any other protected status.

This is a safety sensitive position pursuant to RCW 49.44.240.

Apply Here Today!

EMPLOYMENT APPLICATION

APPLICANT’S INFORMATION

Position Applied For:

APPLICANT'S FULL NAME

First Name:

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Are you authorized to work in the U.S.?

Have you ever worked in the plumbing industry before?

Have you ever been convicted of a crime?

EDUCATION

High School Attended:

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Did you graduate?

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PREVIOUS EMPLOYMENT

Company Name:

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ADDITIONAL INFORMATION

How did you hear about In & Out Plumbing?

What type of employment are you looking for?

Temporary Part-Time Full-Time

Are you willing to work nights, weekends, and holidays if needed?

Do you have any medical conditions that we should be aware of that may affect your performance or completion of any job?

Do you speak any other language other than English?

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DISCLAIMER AND SIGNATURE

By typing my name as my signature, I certify that my answers are true and complete to the best of my knowledge. If this application leads to employment, I understand that false or misleading information in my application or interview may result in my release. I authorize In & Out Plumbing to contact former employers and educational organizations regarding my employment and education. I authorize my former employers and educational organizations to, fully and freely communicate information, regarding my previous employment, attendance, and grades. I authorize those persons designated as references to, fully and freely, communicate information regarding my previous employment and education. It is the policy of In & Out Plumbing to provide equal employment opportunities to all applicants and employees without regard to any legally protected status such as race, color, religion, gender, national origin, age, disability, veteran status or any other protected status. The existence of a criminal record does not constitute an automatic bar to employment unless relevant to the type of employment. I have carefully read the above certification and I understand and agree to its terms.

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