Customer Service Representative

3 days ago

MD United States LEN THE PLUMBER LLC Full time
Job Summary

We are seeking a highly skilled and detail-oriented Dispatcher to join our High Volume Service Team at LEN THE PLUMBER LLC. As a Dispatcher, you will play a critical role in ensuring the efficient scheduling and dispatching of service technicians to meet the needs of our customers.

Key Responsibilities
  • Maintain accurate and up-to-date service technician schedules and dispatch them to service calls in a timely manner.
  • Schedule return trips with customers and dispatch service technicians to complete jobs after the arrival of parts.
  • Develop and maintain on-call schedules for service technicians and establish after-hours service procedures.
  • Enter service calls, schedule calls, and generate call debriefing with technicians daily.
  • Maintain a customer database, ensuring complete, accurate, and updated entry of customer information.
  • Respond to customer inquiries regarding company schedule, lead times, equipment service, service invoicing, and general inquiries.
  • Respond to service technician requests online and by phone.
  • Schedule follow-up preventative maintenance service appointments.
  • Review and complete service work orders for accuracy.
  • Prepare invoices and timecards for processing.
  • Participate in all company-sponsored training classes.
  • Effectively manage conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
Requirements
  • Minimum 2 years of experience in Customer Service, with strong administrative and computer skills.
  • Geographical knowledge of the service area and/or map reading skills.
  • Advanced communication and customer service skills.
  • Experience in using Microsoft Word and Excel.
  • Must be detail-oriented, have great follow-up, and be able to multi-task.
  • Ability to pass a background check and drug screen.
Benefits
  • Competitive dental, vision, and healthcare plans.
  • 401(k) matching.
  • Short-term and long-term disability.
  • Life insurance.
  • PTO.
  • Paid holidays.
  • Bonus eligibility.
  • Employee Assistance Program (EAP).

LEN THE PLUMBER LLC is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.

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