Administrative Assistant/Dispatcher

Office Assistant / Dispatcher Company: Dependable Plumbing Services, LLC Location: Surf City/Hampstead, North Carolina Workplace: On\-site Employment Type: Full\-time Position Summary Dependable Plumbing Services is looking for a highly organized, professional, and motivated Office Assistant/Dispatcher to become an essential part of our growing company. This is more than a receptionist position. You will help serve as the operational connection between our customers, technicians, office team, and company owners. Your primary responsibility will be ensuring that customer calls are handled professionally, technicians have the information they need, schedules remain organized, and important tasks do not fall through the cracks. The ideal candidate works with urgency while maintaining accuracy, communicates clearly, takes ownership of responsibilities, and remains calm when schedules or priorities change. You should be comfortable receiving feedback, solving problems, and being held accountable for measurable results. What Success Looks Like Success in this position means: Customers receive friendly, professional, and timely communication. Incoming calls and messages are answered or returned promptly. Work orders contain complete and accurate customer and job information. Technicians understand where they are going, what they are doing, and what is expected. The dispatch board remains organized and updated throughout the day. Customers are kept informed about arrival windows, delays, and schedule changes. Follow\-ups, estimates, invoices, and office tasks are completed by their deadlines. Problems are identified early and brought forward with possible solutions. The company owners can focus on leadership and growth because daily office operations are being handled consistently. Primary ObjectivesCustomer Communication Answer incoming calls with professionalism, confidence, and warmth. Gather complete information about the customer, property, plumbing concern, urgency, and scheduling needs. Schedule appointments using the company’s approved arrival windows. Communicate pricing and service\-call information accurately using approved scripts. Send confirmations, appointment reminders, technician\-on\-the\-way notifications, and follow\-up messages. Professionally manage customer concerns, scheduling conflicts, cancellations, and delays. Return missed calls, voicemails, emails, and text messages promptly. Create a positive customer experience during every interaction. Scheduling and Dispatching Schedule and dispatch technicians based on availability, skill level, job requirements, location, and urgency. Maintain an accurate and organized dispatch board in Housecall Pro. Review each work order before dispatching to confirm that all necessary information is included. Monitor technician progress and communicate with technicians throughout the day. Complete technician\-status checks for morning and afternoon service windows. Adjust the schedule when emergencies, delays, cancellations, or job extensions occur. Notify customers promptly when their appointment time or technician availability changes. Help coordinate emergency and on\-call service requests. Document all conversations, schedule changes, and important job details. Administrative and Owner Support Assist the owners and office team with scheduling, organization, documentation, and follow\-up. Maintain daily, weekly, and recurring office task lists. Help prepare customer estimates, work orders, invoices, and supporting documentation. Follow up on outstanding estimates, customer approvals, unpaid invoices, and incomplete jobs as directed. Assist with permits, customer records, filing, data entry, and other administrative responsibilities. Protect confidential employee, customer, and company information. Complete assigned projects accurately and by the established deadline. Help identify office processes that could be improved, simplified, or automated. Systems and Accountability Use Housecall Pro, RingCentral, email, Google Calendar, and other company systems consistently. Keep customer records, notes, job statuses, and scheduling information current. Follow established scripts, checklists, procedures, and communication standards. Participate in training, coaching, weekly meetings, and performance reviews. Track assigned performance indicators and take responsibility for improving results. Ask questions when clarification is needed and communicate potential problems before they become emergencies. First 30 Days During the first 30 days, the successful candidate will: Learn Dependable Plumbing’s services, service area, pricing structure, policies, and customer\-service standards. Become comfortable using Housecall Pro, RingCentral, email, and internal office systems. Learn the company’s call\-handling, work\-order, scheduling, and dispatch procedures. Demonstrate professional phone, text, and email communication. Accurately enter customer information and create complete work orders. Complete assigned daily checklists with guidance from the office team. Within 60 Days Within 60 days, the successful candidate will: Independently manage routine incoming calls and scheduling requests. Maintain an organized dispatch board and communicate effectively with technicians. Handle common customer questions, delays, and rescheduling needs professionally. Complete morning and afternoon technician\-status checks without reminders. Follow up on missed calls, pending estimates, incomplete jobs, and assigned administrative tasks. Demonstrate consistent attention to detail, urgency, and follow\-through. Within 90 Days Within 90 days, the successful candidate will: Independently manage the daily scheduling and dispatch workflow. Anticipate scheduling conflicts and operational problems before they affect customers. Maintain accurate records with minimal corrections needed. Demonstrate ownership of customer communication and office responsibilities. Consistently meet established expectations for response time, booking accuracy, task completion, and customer service. Be recognized as a reliable and trusted member of the Dependable Plumbing team. Core Competencies Extreme ownership: Takes responsibility for assignments and outcomes without making excuses. Professional communication: Communicates clearly, respectfully, and confidently. Urgency with accuracy: Works quickly without sacrificing quality or attention to detail. Organization: Manages multiple calls, appointments, technicians, and tasks without losing important information. Problem\-solving: Identifies challenges and brings forward practical solutions. Emotional intelligence: Remains calm and professional during stressful conversations or sudden schedule changes. Adaptability: Handles shifting priorities in a growing service company. Accountability: Accepts feedback, corrects mistakes, and continuously works to improve. Customer focus: Understands that every interaction represents Dependable Plumbing. Team alignment: Supports company procedures, leadership decisions, and shared goals. Qualifications Previous experience in dispatching, customer service, office administration, scheduling, or a similar role is preferred. Home\-service, plumbing, HVAC, electrical, construction, or property\-management experience is a plus. Strong phone, written communication, and computer skills. Ability to learn scheduling and customer\-management software. Ability to manage multiple priorities in a fast\-paced environment. Strong attention to detail and follow\-through. High school diploma or equivalent required. Professional appearance and dependable attendance. This Position May Not Be the Right Fit If You: Need frequent reminders to complete assigned responsibilities. Avoid difficult conversations or customer phone calls. Become easily overwhelmed when priorities change. Resist feedback, coaching, structure, or accountability. Regularly leave tasks unfinished or fail to document important information. Prefer to wait for instructions instead of identifying what needs to happen next. Why Join Dependable Plumbing? Dependable Plumbing Services is a locally owned, growing plumbing company serving residential and commercial customers throughout our community. We are building a team of dependable, honest, hardworking people who want to grow personally and professionally while helping the company reach its goals. This position offers the opportunity to become an important part of the company’s operations and grow alongside the business. We value team members who take initiative, care about customers, support their coworkers, and take pride in producing excellent work. Dependable Plumbing Services, LLC is an equal\-opportunity employer. Employment decisions are based on qualifications, performance, business needs, and an individual’s ability to fulfill the responsibilities of the position. Pay: $17\.00 \- $24\.00 per hour Expected hours: 40\.0 per week Benefits: Dental insurance Health insurance Life insurance Paid time off Relocation assistance Vision insurance Work Location: In person