Customer Service Leader Plumbing Industry Expert
Resume:
Wittmann, Arizona *****
**************@*****.***
OBJECTIVE To leverage my current skill set while continuously expanding my knowledge, contributing value to both the company and team. I am committed to delivering exceptional service while prioritizing the organization’s best interests. My experience enables me to manage tasks from start to finish with reliability and efficiency.
SKILLS & ABILITIES
I have over 25 years of customer service experience, with extensive knowledge in customer relations within the plumbing industry for both commercial and residential divisions. Throughout my career, I have been the trusted point of contact for plumbers, office staff, and customers alike. I take pride in my deep understanding of plumbing operations, including service coordination, jobsite and labor management, contract administration, vendor relations, and industry best practices. My ability to oversee projects from start to finish ensures quality results and customer satisfaction. EXPERIENCE May 2023 – December 2025
Accounting Administrative Assistant Beebe Plumbing Proficient in using Sage for accounts payable, dispatching, and invoicing. Experienced in collaborating with builders to obtain work orders and purchase orders, ensuring timely processing of required tasks. Skilled in following up on past-due invoices to secure payments and providing backup support for dispatch operations as needed. Responsible for payroll processing, including data entry and check printing. Additionally, skilled at utilizing the SupplyPro system to manage purchase orders and work orders submitted by builders. August 2021 – March
Commercial Service and Repair Coordinator and Dispatch Benjamin Franklin Plumbing Experienced in service dispatch and coordination, customer relations, and managing invoicing and collections. Skilled at maintaining clear and consistent communication with customers, technicians, and team members to ensure smooth operations. Proficient in tracking pending repairs and confirming job readiness, including materials and site preparation, prior to dispatch. Adept at verifying material costs and service work align with technician quotes before completion and invoicing, ensuring accuracy and customer satisfaction Mar. 2021 - July 2021
Commercial Service and Repair CSR and Dispatcher Deer Valley Plumbing Handled a wide range of customer service responsibilities, including managing incoming calls and coordinating with customers to meet schedules and specific requirements. Oversaw job setup for awarded projects, ordered materials, and ensured readiness prior to dispatch. Reviewed and created invoices, processed batching and posting, and entered purchase orders accurately. Maintained scheduling for commercial service plumbers, including dispatching, appointment coordination, and timecard review. Improved processes for fleet records and insurance compliance. Provided training and collaborated on contract services, including contract management for the commercial division, as well as project and compliance oversight.
RACHELLE MARIE SMITH
July 2008 – Jan. 2021
Office Manager, Dispatch Manager and General Manager Valleywide Plumbing Manager responsibilities included responding to customer inquiries, handling incoming service calls, and addressing invoicing or customer service questions. Managed COI requests and ordering, signed contracts, processed lien waivers, and placed liens as needed. Verified timecards, processed payroll, and managed accounts payable, including bill entry and payment. Oversaw invoicing and collections and coordinated daily service requests for plumbers through efficient dispatching. Additionally, Human Resources support, assisting new employees and ensuring compliance with company safety standards. Nov. 2006 – June 2008
Service Dispatcher/ Service Coordinator Marlin Services Service dispatch included receiving incoming calls from customers and generating work orders for plumbing or HVAC. In charge of dispatch and managing the dispatch board, keeping in mind the location and skillset of the technicians. Maintained communication with the team as well as the customers. Processed credit cards for payment, coded invoices for AP and performed collections on a weekly basis. Provided necessary information to customers and maintained a logbook for invoicing.
May 2004 - August 2006
Accounts Payable Dillon Precision Products
Processed incoming mail, matched invoices to packing slips, entered invoices and selected checks according to the due date for check run. Verified payment information and mail in a timely manner. Other duties include assisting with data entry, customer service and internet sales.
April 2000 - May 2004
Office Manager/ Shipping Manager American Spirit Arms, Inc. Received customer orders by phone and in the showroom. Generated invoices using quick books. Reconciled credit cards and communicated with shipping companies daily for shipping. EDUCATION Trevor G. Browne High School Graduated
SOFTWARE
EXPERIENCE
SuccessWare 21, Maxwell 6.5, Service Titan, Textura, Quick books, Deseco, ESC, Service line programs, Sage, Supply Pro, and Fonn Systems.
PROJECT
EXPERIENCE
Experience on a handful of projects for large profile accounts including Starbucks, JP Morgan, Chase, and First American Title. REFERENCES References available upon request
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