Dispatcher/Customer Service Representative
4 days ago
As a Dispatcher, you are a key member in upholding our service philosophy to provide the highest level of customer service as well as maintaining proficiency with the daily schedule of our technicians. You are responsible for scheduling service calls and managing and monitoring the daily service schedule to meet customer & company 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.
Specific Responsibilities:
- Receive incoming calls in a professional and courteous manner
- Prioritize and coordinate the scheduling of services
- Coordinate delays in the schedule with customers and service technicians
- Use customer development techniques to solicit work through phone, email, mail and personal customer contacts
- Perform other duties as needed which may include cross-training in related positions
- Schedule technicians to jobs based on customer issue, tech specialty and geographic efficiencies
- Manage and Monitor Technicians via GPS software
- Assist and provide support for Service Technicians
- Obtain permits and other necessary documents required based on job specifications
- Enter customer data in the computer
- Answer a high volume of incoming calls
- Deliver call scripts with an authentic cadence; be clear, compelling and personable
- Respond to customer requests, resolving issues and promoting the brand
- Be professional and establish customer rapport, encouraging repeat business
- Must be able to show empathy in needed situations, Customer focus, Problem solving/analysis-, time management, and Communication.
- Inbound and outbound call taking experience is required
- Dispatching experience a plus
- A minimum of 18 years old with a high school diploma or GED.
- Reliability / Good Attendance
- Strong work ethic, activity level, initiative and integrity
- Positive attitude
- Must be able to work days, nights, and weekends when needed to cover shifts
- Think quickly and handle fast-paced situations
- Be able to multi-task while completing the tasks at hand efficiently and correctly
- Pay attention to detail
- Answer a multi-line phone system with a smile in your voice
- Schedule appointments for our customers in our dispatching software
* Medical/Dental/Vision after 60 days (100% paid for employee)
- 40 hours Paid Time Off after 90 days, accrues with length of service
- IRA With Company Matching after 6 months
- Costco Membership after 90 days
*Hours for this position are 40 hours per week, schedule still TBD*
We are actively interviewing for this position - Apply today and our hiring manager will follow up
Please do not call regarding your application. We will contact you
Compensation: $17.00 - $20.00 per hour
Plumbing isn't just about leaks, pipes, and gaskets. It's about people. Not just the people we help by providing quality plumbing services, but also the professionals doing those services themselves. Mr. Rooter Plumbing franchisees will treat you with the same respect and integrity that they treat their own friends and family, because at the end of the day, you can't serve customers well without a happy, motivated, and committed team. Creating a culture with an exemplary work ethic is just as important as plumbing, and it's part of everything Mr. Rooter Plumbing does.
*All independently owned and operated franchised businesses operate under the service brands' marks, trademarks, trade names, logos, emblems, slogans, or other indicia of origin in connection with the Mr. Rooter Plumbing® franchise system within a specified geographical area. Only the independently owned and operated franchised business shall have any interaction with or authority for its business and make all employment related decisions related to its franchised business.
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