Dispatch | Client Care Representative
Indiana, PA
Full Time
Mid Level
Dispatch & Client Care Representative
Full-time, Mon–Fri · On-site in Indiana, PA · $18–$20/hr · Experience required
When a furnace quits or a pipe bursts, the first person our customers talk to is you. You calm the moment, get the right technician on the way, and keep the whole day running smoothly behind the scenes.
This is an in-person role at our shop on Water Street in Indiana, PA. Not remote, not hybrid.
When a furnace quits or a pipe bursts, the first person our customers talk to is you. You calm the moment, get the right technician on the way, and keep the whole day running smoothly behind the scenes.
This is an in-person role at our shop on Water Street in Indiana, PA. Not remote, not hybrid.
You're the voice of Davis Brothers
For many customers, you are their first impression of our company, and we take that seriously. People usually call us on a bad day: no heat, no water, a family to keep comfortable. You make them feel heard, take ownership of the problem, and leave them confident we've got it handled.
Our goal is simple: every caller hangs up feeling their day just got better.
Our goal is simple: every caller hangs up feeling their day just got better.
About us
Davis Brothers is a family-owned shop that has been part of Indiana, PA for about 80 years. Our team takes care of our neighbors' heating, cooling, and plumbing, and we take care of each other along the way.
We're figure-it-outers. We hire for the long run, invest in training, and pitch in wherever the day needs us. We'd rather solve a problem than point at it, and we do the right thing even when no one's watching.
That same commitment is why we do the hard things. When the temperature drops and the phones light up, we stay until our neighbors are warm. Some days run long, so if you need to be out the door at 4:30 sharp every day, this isn't your fit.
We're figure-it-outers. We hire for the long run, invest in training, and pitch in wherever the day needs us. We'd rather solve a problem than point at it, and we do the right thing even when no one's watching.
That same commitment is why we do the hard things. When the temperature drops and the phones light up, we stay until our neighbors are warm. Some days run long, so if you need to be out the door at 4:30 sharp every day, this isn't your fit.
What you'll do
- Own an exceptional customer experience. Answer every call with warmth and confidence. Listen for what the customer really needs, explain options and pricing clearly, set honest expectations on timing, and follow up until the problem is solved. When someone calls upset, you're the one who turns it around.
- Run the schedule like a strategist. Dispatch every service tech, routing by location, drive time, skills, parts, and priority.
- Build the plan together. You'll work side by side with our service manager and office manager on board strategy. You don't need to know everything on day one, but you do need to know where to find the answer, and be relentless about getting it for our customers and techs.
- Make the call when the day changes. Fit a no-heat emergency into a full board without wrecking anyone else's appointment, and keep customers updated on arrival times.
- Plan ahead. Balance the coming days and weeks, protect room for emergencies, and fill gaps with maintenance and club-member visits.
- Have your techs' backs. Give them what they need before they roll, protect their time, and set them up to win.
- Grow our membership. Offer club memberships on calls and help customers see the value of staying ahead of breakdowns.
- Track everything accurately in ServiceTitan and report on customer satisfaction, issues, and sales.
What success looks like
- Customers leave reviews that mention how well they were treated on the phone.
- Techs start every day with a clear, realistic route and rarely sit idle.
- Emergencies get a fast answer without blowing up the rest of the schedule.
- Every call is logged accurately, and every promise is kept.
What you need
Required:
- 2+ years of customer service, ideally high-volume phone work
- 1+ year of scheduling or dispatch experience (field techs, drivers, or crews)
- Strategic, critical thinking: you see the whole board and plan a few moves ahead
- Resourceful and diligent: when you don't know the answer, you find it, fast
- Calm, warm, and professional with every caller, especially upset ones
- Fast and accurate, with meticulous attention to data and detail
- Dependable and on time, with reliable follow-through
- Coachable and eager to learn the Davis Brothers way
- A team player who puts customers and coworkers first
- Strong computer skills; comfortable juggling multiple systems
- High school diploma or GED
- Able to work on-site every shift
Bonus:
- ServiceTitan or other field service software
- HVAC, plumbing, or home-services background
- Knowledge of the local service area
You'll fit right in if you
- Hear "the board is full and we've got a no-heat call" and start rearranging, not panicking
- Stay steady on the first cold snap of the year, when the phones don't stop
- Can make a stressed homeowner feel heard before the call ends
- Know which back roads save 15 minutes
- Would rather fix a broken process than complain about it
Pay and benefits
- $18–$20/hour, based on experience
- Paid time off
- Medical, dental, and vision insurance
- IRA with company match
- Training and room to grow
The details
- Hours: Monday–Friday, 8:00 AM–4:30 PM. Plan to arrive by 7:45 to set up the board, and stay until every customer call from the day has been responded to.
- On-site at 1075 Water Street, Indiana, PA 15701
- Mostly seated at a computer and on the phone; occasional lifting of 5–10 lbs
- Extended hours during peak seasons and emergencies
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