Join the Thunderbird Plumbing Team - CSR/Dispatcher Role
Do you pride yourself on delivering exceptional customer service? Looking for a career that offers growth, competitive wages, great benefits, and a supportive team culture?
At Thunderbird Plumbing, we put people first - both our clients and our team. We’re a respected, fast-growing plumbing company based in Greater Victoria, and we’re looking for a Customer Service Representative / Dispatcher who’s ready to grow with us.
Why Join Thunderbird?
- We use industry-leading software to streamline communication between clients, techs, and management - so your days flow efficiently and clearly.
- We offer above-average compensation, bonus opportunities, and great benefits.
- Need time off for an appointment or your family? Our team structure supports flexibility and a real work-life balance.
- We believe in leaving work at work - so when your shift ends, you can focus on what matters most to you.
About Us
Thunderbird Plumbing is a team of skilled, passionate professionals who value family, personal growth, and overall well-being. We believe in fair pay, clear expectations, and building a workplace where people are proud to show up.
If you’re looking to be more than just a voice on the phone - to actually make a difference in someone’s day - this is the place for you.
Position Details
Job type: Full-time, permanent
Location: In person, Greater Victoria
Office attire: Casual, neat, and presentable
Pay: $24.00–$26.00 per hour, based on experience
Additional pay: Bonus pay and overtime pay
Benefits:
- Dental care
- Disability insurance
- Extended health care
Requirements:
- Fluency in spoken and written English
- Strong customer service and communication skills
- Professional and confident phone etiquette
- Accurate typing and data-entry skills
- Excellent attention to detail, including the ability to ask the right questions and obtain complete information
- Strong organizational, problem-solving, and time-management skills
- Comfort working in a fast-paced, team-oriented environment
- The ability to manage competing priorities while remaining composed and professional
- Experience with ServiceTitan or similar software is an asset
- Willingness to complete a criminal background check
CSR/Dispatcher Role
As a CSR/Dispatcher at Thunderbird Plumbing, you are the first point of contact for our clients and a vital bridge between the office and our field technicians. Your job is to ensure calls are answered with professionalism and empathy, jobs are accurately booked, and communication flows clearly through every step of the service process.
This role is all about making people feel heard, valued, and supported—whether it’s a client with an emergency or a tech who needs backup.
Primary Responsibilities
Call Booking
- Answer calls promptly and professionally
- Collect detailed, accurate client info
- Determine service needs and assign appropriate job durations
- Book jobs efficiently and prioritize based on urgency
Customer Service
- Greet callers with warmth and professionalism
- Walk clients through what to expect—dispatch, pricing, options, and payment
- Maintain a calm, solution-focused tone under pressure
- Follow up as needed for a smooth client experience
Client Communication
- Send appointment confirmations and updates via phone, text, or email
- Proactively communicate changes or delays
- Support follow-up calls and clarify next steps
Secondary Responsibilities
Client Data & CRM Accuracy
- Keep ServiceTitan records clean and current
- Remove duplicates, verify contacts, update payment info
Email & Inbox Management
- Organize incoming emails into folders (quotes, bookings, etc.)
- Check work phones regularly (ringer on), reply to texts
- Field communication between infield technicians and clients
Administrative Tasks (may include but not limited to)
- Sort and process incoming mail
- Batch invoices, flag abandoned calls
- Support A/R efforts (e.g., reminders, clarifications)
- Update employee material costs on jobs
Our Goals for This Role
We’re aiming for:
- High Call Answer Rate — Minimize missed calls
- 90%+ Booking Rate — Convert most inquiries into scheduled jobs
- Client Confidence — Every caller should know:
- What will happen next
- What they’ll pay (no surprises)
- Who’s coming and when
- What Success Looks Like
- Calls are handled with confidence and care
- Clients feel informed and supported
- Technicians are well-prepped and punctual
- Communication flows between the front end, field, and back office
Ready to Apply?
If you’re ready to be part of a team that values professionalism, flexibility, and people-first service, we’d love to hear from you.
Apply today and let’s start the conversation!
Thunderbird Plumbing | Proudly Serving Greater Victoria
Job Types: Full-time, Permanent
Pay: $24.00-$26.00 per hour
Expected hours: 40 per week
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Vision care
Flexible language requirement:
Ability to commute/relocate:
- Victoria, BC V8T 2K1: reliably commute or plan to relocate before starting work (required)
Experience:
- Microsoft Office: 1 year (preferred)
- Google Suite: 1 year (preferred)
Work Location: In person
