Plumbing Dispatcher

Description

To deliver great customer experiences to homeowners, while following company expectations. Respond to homeowners issues in a timely, efficient, neat, courteous, professional, and appropriate manner related to [items] that need repair, or replacement within the parameters of the playbook, company brand/ division guidelines, and Customer Care department's policies and procedures (this includes communicating over the phone, email, or text)

Build strong relationships and maintain appropriate and regular contact with homeowners, customer service, with updates regarding schedules, product information, permits, warranties coverage etc.

The main responsibility for this position is scheduling and dispatching HVAC, Service, and Plumbing Technicians by reviewing and optimizing routes, phone calls (to existing customers), providing exceptional customer service and making sure all job information is entered in the computer correctly. The position speaks on the phone throughout the entire work shift. 

The work setting is in an office. It is an essential function of the position to work with a team in the call center, therefore, the position is not a remote or hybrid position and must report to the direct work site. 

Responsibilities include but may not be limited to:

• Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information. 
• Prioritizing service requests to serve the most urgent needs, and technician locations. 
• Utilizing Service Titan, add and update customer information. 
• Ensure that service crews are well informed and ready to go.
• Dispatch technicians based on emergency and non-emergency calls and document      important information.
• Respond  to any issues and follow-up by coordinating with the appropriate      departments or field units.
• Direct crews by making contact through the phone and other field units to the      appropriate sites.
• Supervise the route and status of field units to prioritize their daily schedule.
• Operate  and manage a multi-line telephone console system.
• Respond to queries related to products and deliveries.
• Maintain and update call logs, call records and other important documentation.

Requirements

• Must be able to speak on the phone during  the entire work shift.
• Preferred a minimum of two years office/customer service experience (dispatch experience is preferred)
• Sales experience a plus
• Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers 
• Strong customer service attitude.
• Able to plan and schedule work proactively.
• Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
• Ability to work as part of a team.
• Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software.
• Ability  to work evenings weekends and some Holidays 

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.