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Customer Service Representative and Dispatcher
4 months ago
Professional Plumbing Solutions Inc. is your go-to team for all things plumbing. Whether you're facing a major plumbing emergency, a minor drainage hiccup or dreaming of a bathroom remodel, we've got you covered. Our comprehensive range of services spans from septic system repairs to seamless sink installations, addressing every plumbing need with precision and expertise.
As a veteran-owned plumbing company, we're dedicated to the values of hard work and excellence. We equip ourselves with top-quality tools and materials to resolve a wide spectrum of plumbing issues. In addition to tackling everyday plumbing problems, our services encompass drain cleaning, sewer and septic solutions, camera inspections, well pump services, water filtration, water heater maintenance, and backflow services, among others.
Our Culture
We cherish individuals who embrace our core values. Our owner's morning greetings, inquiries about your well-being, and offers of assistance reflect our commitment to respecting your autonomy and expertise. If you're a skilled technician who handles your responsibilities effectively, we trust you to do what you do best, allowing you to balance your work and family life. For those looking to grow, our owner is eager to support your journey to becoming a top-notch service technician, fostering a culture of continuous improvement and excellence. Join us, where respect and personal growth are part of our DNA.
Our Values
- HONESTY: Be true to yourself and others and don't deceive or mislead anyone
- RESPECT: Treat others the way you want to be treated. This includes coworkers, customers, and yourself
- INTEGRITY: Do the right thing, even when nobody is looking
- ACCOUNTABILITY: Take ownership of your work, decisions, and actions
- BUILD VALUE IN EVERY JOB: Always deliver more than what's expected
- TEAMWORK: Work as a TEAM, grow as a TEAM
- BE A PROBLEM SOLVER: Approach problems with a positive and can-do attitude
- CHALLENGE YOURSELF TO GROW AND LEARN: Don't take the easy way out
Why Join Us
- Family-Owned, Family-Oriented: As a small, family-owned company, we cultivate a friendly and relaxed work environment where YOU matter to us. We prioritize the well-being and satisfaction of our team members.
- Celebrate Together: We believe in the importance of camaraderie, which is why we host fun, family-oriented company events. We also have an Employee Recognition Program to honor birthdays, work anniversaries, and exceptional contributions, ensuring you feel valued and appreciated.
- Top-Notch Tools and Tech: Our technicians drive fully stocked Isuzu NPR vehicles with Hackney Body, known as the best service trucks on the market. You'll also receive iPhones and iPads for professional use, equipping you with the tools you need to excel in your role.
- Supportive Benefits: We provide uniform rental, a company credit card for approved job-related expenses, paid training, and tuition reimbursement to help you grow in your career. Additionally, we offer medical, dental, life, disability, and other supplemental insurance, as well as paid time off and holidays.
- Local Focus, No Quotas: Enjoy local work in King George, Fredericksburg, and surrounding counties, without the stress of on-call duties or quotas. Plus, when our company meets its profit goals, you'll share in the success through our company-wide profit-sharing bonus. We pay you promptly via direct deposit, making your financial stability a priority. Join our team and be part of a company that truly values its employees.
Pay
- $15.00-$19.00/hour depending on experience
- Company-wide share profit bonus when profit goal is met
Benefits
- Medical
- Dental
- Continued Education & Career Growth
- Job Training
- Open Door Policy
- Paid Holidays and PTO
- Referral Program
- Uniforms
- Fun, family-oriented company events
- Employee Recognition Program: We celebrate birthdays, and work anniversaries, and recognize employees who go above & beyond
- Friendly, relaxed work environment where YOU matter to us
Responsibilities
- The CSR/D reports to the CSR/D Manager.
- Answer, prioritize, and schedule incoming calls.
- Dispatch all service calls to ensure maximum scheduling efficiency without compromising customer satisfaction.
- Manage the dispatch board to keep field personnel on the move and generate revenue. Make every effort to compress call scheduling effectively and maximize productivity.
- Notify clients ahead of time without fail if the technician is not going to arrive at their home within the scheduled time window and reschedule the time at the customer’s convenience.
- Communicate with the Warehouse Manager to help arrange efficient delivery of parts to the technicians. Every effort should be made to keep technicians on the job.
- Strictly adhere to the Dispatching for Profits Priority Service Schedule to ensure the “Right” technician is sent to the “Right” appointment.
- Share responsibility to ensure that all technicians arrive at their designated appointments ON TIME.
- Track technicians’ pending tasks lists and make sure tasks are completed ON TIME.
- Debrief technicians after each call and insist that all employees collect payment immediately after each job is completed.
- Resolve customer concerns timely and efficiently.
- Review invoices, payments, and estimates for accuracy.
- Provide outbound calls to customers after completing service to ensure customer satisfaction.
- Observe the company's Core Values.
Our Hiring Process
- Fill out the simple application.
- A recruiter from our recruiting company, Yellowstone Local, will reach out promptly for a prescreening call.
- If we are a good fit for each other, they will schedule an in-person interview with the hiring manager.
- We will make an offer if you are a good fit.
- 1+ Years of CSR/Dispatcher experience
- Previous working in a Home Service company (Plumbing, HVAC, Electrical, etc.) is preferred
- Self-starter, reliable
- Strong customer service skills (pleasant telephone demeanor, ability to communicate clearly with customers, show empathy when responding to customers’ needs)
- Strong attention to detail
- Excellent interpersonal communication skills on a professional level, both written and verbal
- Strong decision-making abilities
- Must be well organized, have great follow-up, and be able to multi-task efficiently in a fast-paced office
- Able to work both independently and as part of a team
- Telephone etiquette and working knowledge of email systems
- Must be authorized to work in the U.S.
"We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status."
