Customer Experience Professional - Service Dispatcher

Emergency Plumbing Heating & Air•Delaware, DE

12d•$16 - $17

About The Position

Are you a people person with a knack for problem-solving? Do you thrive in a fast-paced environment where every day brings new challenges and opportunities to help others? If so, we want you to join our team at Emergency Plumbing Heating & Air in Delaware, OH as a full-time Customer Experience Professional - Service Dispatcher ! With us, you'll enjoy a competitive salary based on experience of $16/hr-$17/hr with bonuses and AMAZING benefits that include: Health, dental, life, and vision insurance Short- and long-term disability PTO HSA/FSA Referral program Education assistance and a mentorship program Growth opportunities Uniforms Company parties and family events WHAT WE'RE ALL ABOUT: Emergency Plumbing Heating & Air, a family-owned company, has been taking care of Ohioans' essential needs since 1977. Our team of dedicated professionals can handle any residential or commercial job that comes our way, from plumbing and HVAC to excavation and septic tank work. We're available around the clock, and our commitment to sustainability and energy efficiency sets us apart from competitors. Our employees are our greatest asset, and we maintain a growth-oriented culture where every person can learn and reach their full potential! If you're ready to be challenged to do your best, join us! WHAT THIS ROLE ENTAILS: You will enjoy a full-time, Monday through Friday schedule with on-call hours. Regular starting hours are between 7:00 AM and 7:30 AM, depending on training or meetings, and the end of the day is typically around 4:30 PM. Flexibility is essential, especially during our busier periods! As our Customer Experience Professional - Service Dispatcher, you'll be the first point of contact for our customers, handling inbound calls with professionalism and empathy. You'll act as the company's gatekeeper, gathering detailed information to ensure a superior customer experience. Your duties include confirming customer information, creating new accounts, and scheduling jobs in ServiceTitan. You'll also direct calls to the appropriate department, debrief jobs with technicians to ensure accuracy, and create follow-up tasks. Keeping customers and subcontractors informed about job progress and any issues that arise is essential, and you'll embody our motto: "Call the customer before they call us."

Requirements

Strong attention to detail with communication and notes
Great customer service and coordination skills
Applicants must have the ability to pass a background check and drug screening test.

Nice To Haves

Having ServiceTitan experience and plumbing, HVAC, excavation, and septic knowledge is a plus!

Responsibilities

handling inbound calls with professionalism and empathy
gathering detailed information to ensure a superior customer experience
confirming customer information
creating new accounts
scheduling jobs in ServiceTitan
directing calls to the appropriate department
debriefing jobs with technicians to ensure accuracy
creating follow-up tasks
Keeping customers and subcontractors informed about job progress and any issues that arise