Call Taker/Dispatcher for Plumbing Company

3 months ago

Patchogue, United States Mr. Rooter of Ronkonkoma Full time
Job DescriptionJob DescriptionAs a Customer Service Representative, you are a key member in upholding our service philosophy to provide the highest level of customer service. You are responsible for handling incoming calls and scheduling service calls to meet customer requirements. Exemplifying our code of values, you show respect and courtesy to all customers and employees.
If this position is for you, you are self-motivated, energetic, and enjoy helping people. You are driven to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day day-to-day basis.

ONLY APPLY FOR THIS POSITION IF YOU HAVE EXPERIENCE WORKING AS A CSR or DISPATCHER FOR ANY KIND OF SERVICE COMPANY. MUST HAVE EXPERIENCE. Will train on our system but must have experience working in this field doing this kind of work already for a SERVICE COMPANY.

Skills and Task Experience Required:
This position will mostly be answering and booking as many calls as possible. There will be times when dispatching decisions will have to be made so you will be trained on that but this position will mostly entail answering and booking calls. Completing customer surveys and some follow up will also be included.

Must be familiar with Long Island and the map of Long Island
Routing of techs for shortest route
Routing of techs based on experience/skills for jobs
Juggling an ever changing schedule and making quick changes to accommodate new booked jobs, cancelled jobs, reschedule request, time restrictions, special request etc.
Communicating with customers arrival times, lateness, changes and reschedules
Handling over booking decisions
Decisions to choose calls based on urgency and non urgent
Working with various personalities and egos
Understanding the Goals and expectations of each tech and helping them to reach that goal by assigning appropriate calls for them and encouraging them to stay on track and meet their goals.
Handling customer complaints compassionately and with empathy
Juggling between emails, texts, chats and lead generating apps to keep the day flowing seamlessly
Staying focused on the tasks at hand and multiple tasking the schedule so nothing falls through the cracks
Follow up on no sale jobs, negotiate pricing at times to keep techs busy
Customer survey's
Managing CSR's answering the phones and answering the phones and booking calls as needed when needed.
Very busy plumbing office that requires someone who is focused and detail oriented.

Hours:
Monday: 10-7pm
Tuesday: 10-7pm
Wends: 10-7pm
Thursday: 10-7pm
Friday: 7-4pm
Saturday: 7-4pm
Sunday: Off
Nights, holidays and weekends are a must for coverage as needed. We are open 7 days a week and answer our phone live until 10pm each day.

We are looking to fill this position immediately with the right applicant BUT YOU MUST HAVE EXPERIENCE. We will train you on our system but you must already have experience working in a Call Taker or Dispatcher position.

Benefits: health insurance, 401K, vacation, holiday and sick pay.
We are actively interviewing for this position - Apply today and our hiring manager will follow up

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