Customer Service Representative

Ryder Plumbing Heating & Cooling • Full-time • Manchester, NH, US • $25 - $35 / hour • 1d ago

About Us:

Ryder Plumbing, Heating & Cooling LLC is a growing residential home-service company serving homeowners throughout southern New Hampshire. Our mission is to give homeowners a better way to experience home service through honest options, exceptional workmanship, and people who genuinely care. We are building a company where great people want to work, customers want to stay, and doing things the right way is the only way - Ride Higher with Ryder.

Job Description:

We are looking for an organized, proactive, and customer-focused Customer Service Representative / Dispatcher to work from our office and help manage the day-to-day flow of our service department. This is much more than an answering-the-phone position. You will be one of the primary connections between our customers, technicians, and management team. You will help make sure customers are taken care of, technicians know where they are going and what they are walking into, schedules stay organized, and open items are followed through to completion.

The right person takes ownership rather than waiting to be told what to do. If a customer is waiting for an answer, a technician needs information, an appointment needs to be confirmed, or something does not look right on the schedule, we expect this person to notice it and help get it resolved.

This is also a role for someone who is comfortable with change. Ryder is continuing to grow, and we regularly evaluate new processes, training programs, software, scripts, workflows, and ways to improve the customer experience. We want someone who is willing to learn, experiment, receive coaching, and help us improve how the department operates rather than becoming overly attached to one way of doing things.

This is a full-time, in-office position. It is not a remote or work-from-home position.

Responsibilities:

· Answer incoming customer calls professionally, warmly, and confidently.

· Schedule service calls, estimates, maintenance visits, and other appointments.

· Gather complete and accurate information from customers before technicians are dispatched.

· Maintain an organized and efficient daily schedule for field technicians.

· Dispatch technicians based on location, availability, skill set, job type, and schedule priorities.

· Monitor the schedule throughout the day and make adjustments when jobs run long, finish early, cancel, or change.

· Keep customers informed of technician arrival times, delays, schedule changes, and next steps.

· Communicate regularly with technicians and make sure they have the information they need before arriving at a customer's home.

· Review jobs for missing information, incomplete notes, incorrect statuses, or other items requiring follow-up.

· Verify technician arrival, completion, and debrief information as necessary.

· Follow up on unsold estimates, outstanding customer questions, scheduling needs, and other open items.

· Help ensure customers do not get forgotten after the initial phone call or service appointment.

· Assist with customer invoicing, payment questions, purchase orders, and basic administrative tasks as needed.

· Maintain accurate customer and job information inside ServiceTitan.

· Help identify scheduling problems or customer-service issues before they become larger problems.

· Communicate clearly with management when something needs attention rather than allowing it to sit unresolved.

· Participate in ongoing training, coaching, role-playing, and development programs intended to improve customer service, communication, booking, and dispatching skills.

· Be willing to test and adopt new scripts, procedures, technology, workflows, and operational systems as the company evolves.

· Provide constructive feedback when new processes are being tested and help improve them rather than resisting change simply because something has historically been done a different way.

· Other duties as assigned as the company continues to grow.

What Success Looks Like in This Role:

· Takes ownership of the schedule and does not wait for someone else to notice a problem.

· Follows through when they tell a customer, technician, or coworker they will do something.

· Keeps customers informed rather than making them call repeatedly for updates.

· Documents conversations and job information clearly and accurately.

· Can handle multiple moving pieces without becoming disorganized.

· Notices unfinished tasks and works to close the loop.

· Remains calm and professional when schedules change or customers are frustrated.

· Takes feedback well and actively applies coaching.

· Is flexible when processes or responsibilities change.

· Is willing to try a new approach before deciding that the old way is better.

· Participates seriously in professional development and structured training programs.

· Consistently looks for ways to become better at the position rather than becoming content with maintaining the status quo.

· Understands that our systems will continue to evolve as the company grows and sees that as an opportunity rather than a frustration.

Requirements:

· Previous customer service, dispatching, office coordination, or home-service experience strongly preferred.

· Experience in plumbing, HVAC, electrical, or another home-service business is a major plus.

· ServiceTitan experience is strongly preferred but not required for the right candidate.

· Excellent telephone and written communication skills.

· Strong organizational skills and attention to detail.

· Comfortable working with computers, scheduling software, email, text messaging, and multiple communication channels.

· Ability to prioritize several responsibilities at the same time.

· Ability to make decisions and solve problems without needing constant direction.

· Willingness to learn new systems, processes, and communication techniques.

· Openness to coaching, feedback, role-playing, call review, and continued professional development.

· Dependable attendance and punctuality.

· High school diploma or equivalent required.

The Type of Person We're Looking For:

We are looking for someone who genuinely cares about customers and takes pride in doing their job well. You should enjoy being busy, staying organized, solving problems, and helping a team operate efficiently. This role requires someone who can be friendly and compassionate with customers while also being confident, direct, and organized enough to keep a busy service department moving.

Just as importantly, we are looking for someone with a growth mindset. We do not expect the person we hire to know everything on day one, and we do not expect our current processes to remain exactly the same forever. As Ryder grows, we will continue trying new ideas, improving scripts, implementing new technology, refining workflows, and investing in training.

The right person will be coachable, curious, and willing to get outside of their comfort zone. This may include structured training programs such as Synergy Learning Systems, call coaching, role-playing, reviewing recorded calls, learning new customer-service techniques, and changing the way certain tasks are handled when we find a better approach.

We value people who can respectfully share their opinions and ideas, but we also need someone who can commit to a new process once the team decides to move forward with it. Honesty, professionalism, accountability, teamwork, adaptability, and continuous improvement are important parts of how we operate.

Equal Opportunity Pledge

Ryder Plumbing, Heating & Cooling LLC will not discriminate against apprenticeship applicants or apprentices based on race, color, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), sexual orientation, genetic information, or because they are an individual with a disability or a person 40-years old or older.

Ryder Plumbing, Heating & Cooling LLC will take affirmative action to provide equal opportunity in apprenticeship and will operate the apprenticeship program as required under Title 29 of the Code of Federal Regulations, part 30.

Pay: $25.00 - $35.00 per hour

Expected hours: 40.0 per week

Benefits: