Plumbing Receiptionist

About the Role Flowline Plumbers is looking for a reliable, organized, and confident Remote Dispatcher / Customer Service Representative to help manage our incoming plumbing leads, customer communication, scheduling, and technician dispatching. You will often be the first person a customer speaks with, so strong English communication, professionalism, urgency, and customer service skills are extremely important. Our customers are located in Ontario, Canada, and many are contacting us because they have an urgent plumbing problem. Your job is to make the customer feel taken care of, collect the necessary information, book the appointment, and coordinate the job with our plumbers. This is not simply a call-answering position. We are looking for someone who can take ownership of the dispatch process and help turn incoming leads into booked plumbing jobs. Responsibilities Answer incoming customer phone calls professionally and confidently Respond to new leads quickly by phone, SMS, WhatsApp, and email Ask the right questions to understand the customer's plumbing problem Determine the urgency of calls such as leaks, burst pipes, clogged drains, sewer backups, water heater problems, and other plumbing emergencies Book plumbing appointments and service calls Coordinate schedules with plumbers and assign jobs based on availability and location Communicate appointment details and customer information clearly to technicians Keep customers updated regarding technician arrival times and scheduling changes Follow up with leads who have not yet booked Follow up with customers when required after service Maintain accurate customer and job information inside our CRM Update job statuses throughout the day Handle scheduling conflicts and last-minute changes calmly Communicate internally with management and technicians Help make sure no lead, phone call, text message, or customer request gets forgotten Identify opportunities to convert inquiries into booked appointments Provide an excellent customer experience from the first phone call through completion of the job What We Are Looking For The ideal candidate is: Fluent in spoken and written English Comfortable speaking with Canadian and North American customers Confident on the phone Friendly, professional, and personable Able to communicate clearly without sounding scripted Highly organized Reliable and punctual Comfortable working independently Able to multitask between calls, texts, schedules, and technicians Calm under pressure Able to think quickly and solve problems Comfortable dealing with customers experiencing stressful plumbing emergencies Sales-oriented and comfortable asking customers to book an appointment Detail-oriented when recording addresses, phone numbers, job details, and scheduling information Comfortable learning new software and systems Preferred Experience Experience in any of the following is considered an asset: Dispatching Plumbing, HVAC, electrical, or home service companies Customer service Call centres Appointment setting Sales Virtual assistant work ServiceTitan, Jobber, Housecall Pro, HubSpot, or similar CRM systems Working with Canadian or US companies Plumbing experience is helpful but not required. We can teach you the plumbing terminology and our processes. Strong communication, reliability, organization, and the ability to learn quickly are more important. Important Skills You should be comfortable handling conversations such as: "My basement is flooding and I need a plumber immediately." "My toilet is clogged. How soon can someone come?" "My water heater stopped working." "How much will this repair cost?" "The plumber was supposed to arrive already. Where are they?" "Can someone come tonight?" "I need to reschedule my appointment." You should be able to remain calm, collect the necessary information, communicate expectations clearly, and determine the appropriate next step. Technology Requirements