Call Center Dispatcher

3 weeks ago

Wheat Ridge, United States Blue Sky Plumbing & Heating Full time

Mission Statement:

Blue Sky Plumbing and Heating is dedicated to providing services of the highest quality in all aspects of plumbing, heating, and air conditioning and to work for the trust and satisfaction of our valued clients while providing secure and rewarding careers for our talented employees.

Position: Call Center Dispatcher

Salary Range: $22.00-$26.00 Hourly

Generous Benefits Package

* Competitive Pay
* Vacation and Holiday Pay
* 100% Employer Paid Medical Insurance for individual and family
* Dental Insurance for individual and family
* Vision Health Checks
* Disability Insurance
* IRA with a 3% company match
* Sales Program Incentive Funds (SPIFFS) for selling maintenance and other items

True Blue Perks

* Paid Birthdays Off
* Paid Gym Membership
* Paid Costco membership
* Paid Chiropractic care

Additional Perks

* Busy Year-Round Schedule
* Ongoing Career Training
* Crossover Training in other fields of expertise
* Ask for details. Some benefits have a minimum length of employment or proximity requirement.

Reporting Relationship:

* Directly reports to Call Center Supervisor

Hours/Shift:

* 8 Hour Shifts M-F (Overtime Opportunities)

Position Summary:

* In this position, a Call Center Dispatcher will communicate with the customer to determine service needs and many times act to offer solutions to those needs. This person will schedule and notify field technical team members of assignments and enter necessary data into computer database.

Job Duties and Responsibilities:

* Organize service calls so that technicians are sent to a variety of locations in a timely manner
* Maintain the work schedules for field technicians and assure that all customer commitments are met
* Provide logistical support to technicians and communicating with both fellow employees and customer
* Responsible for informing customers of the progress of service operations while ensuring that technicians operate in a cost-effective fashion
* Ability to match each available technician to a job based on that technician's skill level and location
* Ability to make judgment calls regarding the best plan of action for a particular job
* Ability to thrive in a fast-paced environment
* A strong degree of self-motivation to provide exceptional customer service to customers by phone while directing technicians by cellphone/email and tracking devices.
* Excellent organizational skills and the ability to coordinate multiple appointments.
* Knowledge of the local geographic territory.
* Manage and maintain all aspects of service appointments including individual schedules, parts, follow up appointments, payment and billing. Also obtain all necessary approvals and P.O.'s prior to scheduling
* Answer all incoming calls in a pleasant, empathetic manner. Additional training and specific scripts are provided by the Company.
* Must follow-through on your word to clients, as professional follow-up has a direct impact on the reputation of our entire operation.
* Speak with a pleasant tone, as your voice is the client's first impression of our company.
* Must have a full command of the English language in both written and spoken form.
* Must be able to handle multiple duties back to back, such as answering more than one phone line, taking information quickly, completely and accurately and dispatching the information to a technician. Additional training is provided by the Company.
* Must work directly with field technicians to dispatch incoming client requests, with training being provided. Must work in a cooperative manner with all coworkers at all times.
* Must be able to complete forms, data entry and process client information, transactions and update files in a timely manner. Solid typing skill and speed are requirements.
* Must be computer literate and learn and use the company dispatching software, as well as other utilized programs on a daily basis such as Word, Excel and Outlook. In-depth training is provided.
* Is responsible for submitting related paperwork and electronic files to the appropriate person for handling and processing.
* Assists supervisor and other team members with various requested data entry, processing or filing of information and documents such as data entry for AP and AR, vendor statements, prepare and submit billings, building permits, purchase orders, inventory, scheduling inspections, project and service information and purchasing, to name a few (with training provided wherever required).
* A requirement for running errands outside of the office is almost non-existent, however, should it become required, you must have a clear driving record, valid license and be insurable in accordance with Company's vehicle insurance requirements in order to operate company or personal vehicle on behalf of the company.
* Must be able and willing to assist in various unlisted administrative functions as required.

Knowledge, Skills and Abilities (KSA):

* Must understand English in a competent manner in order to clearly communicate questions, instructions or safety concerns to coworkers, supervisor, and those they supervise.
* Must be able to remain calm under stressful situations.
* Excellent documentation
* Detail oriented
* Excellent communication skills
* Able to multitask with limited supervision.
* Excellent telephone etiquette.

Education/Certification Requirements:

* High School diploma or GED certificate or evidence of experience in a construction-oriented business may substitute on a year-to-year basis for educational requirements.

Qualifications:

* Ability to pass drug screening
* Ability to pass background check
* Reliable transportation to work
* Must be on time and prepared for scheduled shift and work the entire shift as scheduled.
* Must be computer literate and able to understand and quickly learn the company's software in order to do daily computer entry. Must also know the basic functions of, and able to operate, other routine software such as those in Microsoft Office Suite.
* Strong customer and co-worker relation skills are required, including courteously handling calls from upset or demanding customers.
* Previous experience with Customer Service and/or Dispatching in a related field is required.
* Previous administrative and data processing experience.
* Must be capable of utilizing sound judgment in planning and accomplishing tasks and goals.
* Must effectively follow-up and follow-through with regard to other team members and clients alike and maintain strong internal and external customer relationships.
* Must be able to handle multiple duties such as answering phones, dispatching, and working on data entry in an accurate, timely and efficient manner.

Working Conditions/Physical Requirements:

* Office environment using standard office equipment and light lifting requirements.
* Extended periods of sitting, wearing a headset and using a computer.

Physical demands listed here are representative of those that must be met by the employee to successfully perform the essential functions of the job.

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