Dispatcher

4 weeks ago

Andover, United States Benjamin Franklin Plumbing of Manchester, CT Full time
Job DescriptionJob Description
Do you value professionalism and punctuality? Do you want to work with the best professionals in the plumbing industry? Then you could be a candidate for Benjamin Franklin Plumbing

Benjamin Franklin Plumbing is actively searching for a highly motivated, upbeat, positive and confident Plumbing dispatcher.

JOB SUMMARY


This position dispatches all plumbing and drain service calls to ensure maximum scheduling efficiency without compromising client satisfaction.

Must be able to utilize creative thinking, strategic planning skills and teamwork to ensure all customers are taken care of. The ideal candidate will be able to enthusiastically rise to a challenge and coordinate a complex schedule that is very dynamic and always subject to change. We're looking for someone who is able to think outside the box and make quick decisions, but who can also work as part of a team to ensure we are providing the best customer service possible.

Hours: Full time, 40+ hours per week. Monday through Friday, 7:30AM to 4:00PM each day. Rotating weekend on-call schedule.

Requirements

  • Plumbing and/or dispatch experience preferred
  • Self-starter who is organized and thorough with attention to detail and thrives in a bustling environment
  • Excellent customer service skills
  • Solid computer skills. Microsoft word, Excel, and Service Titan Software knowledge and experience a plus
  • Customer service experience preferred
  • Able to work with very minimal supervision
  • Ability to interact well with all employees and perform as a team player is essential
  • Possess excellent communication skills and maintain a pleasant, friendly demeanor
  • Strong attention to detail and able to multi-task
  • Must be a fast learner with new technology and software applications
  • Be willing to answer calls (remotely) on a rotating weekend and after hours schedule
  • Have a geographical knowledge of our service area and/or map reading skills
  • High school diploma or equivalent
  • Must have a valid driver's license with a clean driving record, ability to pass a pre-employment drug screen, as well as undergo a thorough background check.

JOB DUTIES


  • Liaison between our field techs and the customer
  • Interact with customers to keep them informed of the status of their assigned plumbers arrival
  • Resolve any customer service issues.
  • Make outbound calls to customers to schedule appointments and installs
  • Scheduling preventative and followup appointments with customers
  • Manages the dispatch board to keep field personnel on the move, servicing clients and generating revenue
  • Makes every effort to compress call scheduling to effectively maximize productivity and revenue
  • Notifies clients ahead of time without fail if the Plumber is not going to arrive at their home within the scheduled time window
  • Re-schedules appointment times at clients convenience as necessary
  • Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Plumber
  • Strictly adheres to the Dispatching for Profits Priority Service Schedule, to ensure the Right Plumber is sent to the Right appointment
  • Shares responsibility to ensure that all Plumbers arrive at their designated appointments on time
  • Debriefs with Plumbers upon completion of jobs to identify any outstanding client satisfaction issues

MINIMUM REQUIREMENTS
  • High school diploma or equivalent required
  • Must have good computer software skills
  • Prior customer service experience preferred


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