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Plumbing Operations Coordinator

2 months ago

Andover, United States Benjamin Franklin Plumbing of Manchester, CT Full time
Job Overview

Are you dedicated to delivering exceptional service and maintaining professionalism? If you are eager to collaborate with top-tier professionals in the plumbing sector, consider joining Benjamin Franklin Plumbing of Manchester, CT as a Plumbing Dispatcher.


POSITION SUMMARY

This role is essential for efficiently managing all plumbing and drain service requests, ensuring optimal scheduling without sacrificing customer satisfaction.


Key Responsibilities
  • Act as a liaison between field technicians and clients.
  • Keep customers updated on the status of their assigned plumber's arrival.
  • Address and resolve any customer service concerns.
  • Make proactive outbound calls to schedule appointments and installations.
  • Organize preventative and follow-up appointments with clients.
  • Oversee the dispatch board to ensure field personnel are actively servicing clients and generating revenue.
  • Maximize productivity and revenue by efficiently scheduling calls.
  • Notify clients in advance if a plumber will be delayed beyond the scheduled time.
  • Rearrange appointment times to accommodate client preferences as needed.
  • Coordinate with the Purchasing and Warehouse Coordinator for efficient delivery of parts to plumbers.
  • Adhere strictly to the Dispatching for Profits Priority Service Schedule to ensure the appropriate plumber is dispatched to each appointment.
  • Share the responsibility of ensuring all plumbers arrive on time for their appointments.
  • Conduct debriefs with plumbers after job completion to identify any outstanding client satisfaction issues.

MINIMUM QUALIFICATIONS
  • High school diploma or equivalent is required.
  • Proficient in computer software applications.
  • Prior experience in customer service is preferred.

WORKING HOURS

This is a full-time position, requiring 40+ hours per week, with a rotating weekend on-call schedule.