Customer Service Representative & Dispatcher

Yellowstone Local is proud to represent Mazama Services, an industry leader in plumbing, drain cleaning, septic services, excavation, and water restoration.

If you're the person who stays calm when things get hectic, takes ownership when problems arise, and knows how to keep customers and teams moving forward, Mazama Services wants you on its team.

What's in it for You?

• Pay: $15 to $17 per hour, based on experience and qualifications.

• Job Type: Hourly, nonexempt position.

• Location: Albertville, AL, fully on-site.

• Schedule: Weekday and weekend coverage opportunities, with actual shifts based on staffing needs and your availability.

• Office Hours: Normal business hours are 7:00 AM to 5:00 PM, with individual schedules determined by operational needs.

• Paid Training: Get paid while learning company processes, systems, and service procedures.

• Career Development: Build valuable skills in customer service, appointment scheduling, field service coordination, and dispatch operations.

• Cross-Training Opportunities: Develop additional skills after becoming proficient in your primary role, based on business needs.

Why You'll Love It Here

• Character Comes First: At Mazama Services, integrity, accountability, and genuine customer care matter more than having the perfect resume.

• Your Work Actually Matters: You're helping customers navigate stressful situations, from plumbing emergencies to water damage, while keeping essential services moving.

• Play to Your Strengths: Whether you're great at helping customers over the phone or coordinating technicians in the field, you'll be considered for the role that best matches your abilities.

• Learn Without Being an Industry Expert: You don't need previous plumbing experience or ServiceTitan knowledge. Mazama provides training on its systems and procedures.

• A Team That Values Ownership: Work alongside people who believe in honest communication, reliable follow-through, teamwork, and doing what's right.

• Room to Develop: Strengthen your customer service, scheduling, problem-solving, and operations coordination skills in a busy home-services environment.

• No Empty Promises: Mazama believes in setting realistic expectations, supporting coworkers, and earning customer trust through consistent service.

Your New Role

• Work on-site in Albertville, AL, supporting Mazama Services' plumbing, drain, septic, excavation, and water restoration operations.

• Join the team as a Customer Service Representative & Dispatcher, with your primary responsibilities focused on either customer service or dispatch coordination based on your strengths and company needs.

• Customer Service Responsibilities:

  • Answer incoming customer calls and inquiries with professionalism, patience, and urgency.

  • Identify customer needs, gather accurate information, and schedule appropriate service appointments.

  • Handle customer concerns involving plumbing problems, drain backups, septic issues, and potential water damage.

  • Enter and maintain accurate customer information, appointment details, and service records in ServiceTitan.

  • Explain approved service information, appointment availability, and next steps without making unverified promises.

  • Follow up on customer requests, resolve routine concerns, and escalate urgent situations when necessary.

• Dispatch Responsibilities:

  • Coordinate technician schedules, service appointments, and daily field operations.

  • Assign service calls based on technician availability, location, skills, equipment, and job urgency.

  • Monitor schedules and respond quickly to cancellations, delays, emergencies, and changing priorities.

  • Communicate accurate appointment updates and estimated arrival times to customers and field technicians.

  • Maintain organized dispatch records, job statuses, and scheduling updates in ServiceTitan.

  • Work with management to address scheduling conflicts, service disruptions, and situations requiring approval.

• Communicate clearly with customers, technicians, and coworkers to keep everyone informed.

• Take ownership of assigned tasks, maintain accurate documentation, and follow through on commitments.

• Help deliver dependable service by staying organized, adaptable, and focused when priorities change.

Hiring Expectations: Apply today, complete a quick phone screening, and get ready for an interview with our team to discuss your goals and experience.

• Strong verbal and written communication skills with the ability to interact professionally with customers and coworkers.

• Ability to listen actively, ask the right questions, and document information accurately.

• Basic computer proficiency and willingness to learn CRM software, scheduling platforms, and ServiceTitan.

• Strong organizational skills, attention to detail, and ability to manage multiple responsibilities.

• Ability to remain composed, make sound decisions, and communicate clearly in fast-paced or stressful situations.

• Dependability, punctuality, accountability, and a willingness to accept feedback and learn.

• Ability to handle confidential customer information responsibly and follow established company procedures.

• Willingness and ability to report to the Albertville, AL office for every scheduled shift.

• Availability to work an assigned schedule that meets company staffing needs, which may include weekdays or weekends.

• Ability to handle incoming calls, identify customer needs, coordinate appointments, and provide excellent customer support.

• Ability to prioritize service requests, coordinate schedules, manage changing assignments, and communicate effectively with field personnel.

• Previous experience in customer service, call centers, appointment scheduling, office coordination, service dispatch, logistics, or field service operations is helpful but not required.

• Prior plumbing, HVAC, home-services, or ServiceTitan experience is a plus, not a requirement.

• You do not need to be experienced in both customer service and dispatch to qualify. Placement will be based on demonstrated skills, experience, and operational needs.

Mazama Services is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status. #blue