Join Our Team at Russet Southwest in Tucson, AZ — and Grow Your Career!

At Russet Southwest, we’re proud of our long-standing reputation for delivering reliable, high-quality service while putting customers first. When you join our team, you become part of a supportive, professional environment that values growth, development, and long-term success.

What We Offer:

• Paid Time Off (PTO): Maintain a healthy balance between work and life.

• 401(k) Plan: Plan for your future with company-supported retirement options.

• Continued Education & Training: Ongoing opportunities to expand your skills and knowledge.

• Employee Development: Clear pathways designed to help you reach your full potential.

• Company & Managerial Support: Training and guidance to set you up for success.

• Multi-Company Resources: Access to tools, systems, and shared expertise across a larger professional network.

Position Purpose:

The Customer Service Representative plays a critical role in the daily operations of Russet Southwest. This position ensures efficient scheduling, clear customer communication, and effective coordination with service technicians. Your work directly impacts technician productivity, reduced downtime, and overall customer satisfaction.

Key Responsibilities:

Service & Communication:

• Answer and manage inbound calls with professionalism, clarity, and empathy.

• Proactively communicate with customers regarding appointments, changes, and technician updates.

• Serve as a liaison between customers, technicians, and the parts department to ensure smooth operations.

Scheduling & Dispatch:

• Dispatch service technicians efficiently based on location, urgency, and skill set.

• Accurately document, tag, and track all service calls in ServiceTitan or related software.

• Verify parts availability prior to dispatching technicians.

• Optimize schedules to reduce travel time and increase job completion rates.

• Manage technician availability and on-call rotation schedules.

Process & Performance:

• Track key performance metrics such as response times, dispatch accuracy, and job completion rates.

• Ensure timely ticket closure and accurate service documentation.

• Conduct call reviews and customer follow-ups to support technician success.

• Generate KPI reports for management review.

• Maintain a high level of organization and process accuracy.

Job Requirements:

✔ Previous experience in dispatching or customer service (plumbing, HVAC, or similar trades preferred)
✔ Experience with ServiceTitan or comparable CRM/dispatch software
✔ Strong multitasking skills with the ability to manage multiple systems/screens
✔ Excellent verbal and written communication skills
✔ Proven problem-solving abilities in a fast-paced environment
✔ Detail-oriented and process-driven mindset

Pay:$16-$20/Hour Depending on experience

Core Competencies:

• Multitasking & Time Management – Effectively juggle multiple priorities

• Customer Service & Communication – Professional, clear, and confident interactions

• Process-Driven Thinking – Consistency, accuracy, and efficiency-focused

• Technical Proficiency – Comfortable navigating dispatch and CRM software

• Collaboration & Problem-Solving – Team-focused approach to resolving challenges

Join a Company That Values Your Skills

At Russet Southwest, we believe in teamwork, professionalism, and investing in our people. If you’re looking for a stable, rewarding career with room to grow, apply today and become part of a company that’s committed to your success.