Plumbing Service Dispatcher

TO BE CONSIDERED FOR THIS POSTION, PLEASE COMPLETE THE ASSESSMENT LINK BELOW-

https://assessment.predictiveindex.com/bo/984C/OfficeManagement_Apr2025_15196

Customer Service Representative : Join a TEAM that Values YOU: 3 Reasons Why You’ll Want to Work for us TODAY!

We are looking for applicants to be highly motivated; love to be part of a team, but work well individually; welcome learning new things; enjoy interacting with people; and be ready for a new challenge every single day…

3 Reasons You’ll LOVE Working for Us…

1. Our employees must win! We realize that the only way to have happy customers is to have a happy team of people serving them! We do everything imaginable to support our people, lift them up to make them better, and ensure that they’re successful. And for doing a great job, they receive tremendous financial rewards—as well as incredible career satisfaction. This is a workplace you’ll enjoy being a part of.

2. Our customers must win! We do everything imaginable to ensure that our customers are 100% satisfied and absolutely love our services. If they don’t, we do whatever is necessary to make them wildly happy they did business with us—so much so that they insist on telling their friends and family!

3. Our company must win! We believe if we’ve done absolutely everything possible to make sure our customers win and our employees win, we will naturally win. And we must win—and be financially successful—to help more customers and provide more opportunity for our employees and their families.

Job Summary

The Plumbing Service Dispatcher is responsible for coordinating and scheduling service calls, managing technician routes, and ensuring timely and efficient customer service. This role serves as the communication hub between customers, technicians, and management to support smooth daily operations.The Dispatcher supports the day-to-day operations of the company and is the primary point of contact for customers. The Dispatcher answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, will work diligently to solve the problem, to the customers satisfaction. A Dispatcher will also assist by efficiently scheduling and dispatching technicians to calls. This role requires the dispatcher to think critically to ensure they are dispatching the best fit technician for the call. As part of this responsibility, the Dispatcher will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful Dispatcher must have the ability to function as a part of a team and be able to think creatively and critically.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Schedule and dispatch plumbing technicians to service calls based on urgency, location, and skill set.
• Communicate with customers to confirm appointments, provide updates, and handle inquiries. Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members’ spirit.
• Monitor technician progress and adjust schedules as needed to optimize efficiency
• Maintain accurate records of service calls, customer information, and job status
• Handle incoming calls, emails, and service requests in a professional manner
• Coordinate emergency service requests and prioritize urgent jobs
• Provide technicians with job details, directions, and customer notes
• Track job completion and follow up with customers to ensure satisfaction
• Assist with invoicing, work orders, and documentation as needed
• Collaborate with management to improve dispatch processes and customer service
• Debrief technicians after each call and make sure they collected payment.
• Obey company Code of Ethics and the Team Rules

Requirements:

· High school diploma/GED required

· Associate degree preferred but not required

· Self-starter, reliable, flexibility with hours

· Strong customer service skills

· Present and communicate professionally (written and verbal)

· Excellent interpersonal communication skills on a professional and technical level

· Able to work both independently and as part of a team

· Strong knowledge of Microsoft Excel, Word and PowerPoint.

· Must be a critical thinker - Strong English composition skills

· Telephone etiquette and working knowledge of email systems

· Ability to develop tools that create efficiencies within department

· Bilingual a plus, not required

Qualities and Characteristics

• Multi-Task-Oriented
• Friendly Phone Voice
• Problem-solving skills and attention to detail
• Organized
• Proficiency with scheduling software, CRM systems, and basic computer applications
• Self-Starter
• Speed and Precision on Data Entry
• Can Work with a Team or independently

Preferred Skills

• Knowledge of plumbing terminology and services
• Experience with dispatch or field service management software- Service Titan
• Ability to read maps and optimize routing
• Strong customer service mindset

Working Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Service center environment with moderate noise level due to representatives talking, computers, printers, and floor activity
• Dress code is business casual

Schedule: Monday-Friday (subject to change)

Normal Business Hours 8:00-5:00 pm (subject to change)

NO APPLICATION WILL BE CONSIDERED UNTIL ASSESSMENT IS COMPLETE-

https://assessment.predictiveindex.com/bo/984C/OfficeManagement_Apr2025_15196

Pay: $25.00 - $45.00 per hour

Shift:

• Day shift
• Split shift

Experience:

• Dispatching: 1 year (Preferred)
• Customer service: 3 years (Preferred)

Work Location: In person