Dispatcher

Benjamin Franklin Plumbing - Tom's River • Andover, CT

347d

About The Position

Benjamin Franklin Plumbing is actively searching for a highly motivated, upbeat, positive and confident Plumbing dispatcher. This position dispatches all plumbing and drain service calls to ensure maximum scheduling efficiency without compromising client satisfaction. The ideal candidate will be able to enthusiastically rise to a challenge and coordinate a complex schedule that is very dynamic and always subject to change. We're looking for someone who is able to think outside the box and make quick decisions, but who can also work as part of a team to ensure we are providing the best customer service possible.

Requirements

• Plumbing and/or dispatch experience preferred
• Self-starter who is organized and thorough with attention to detail and thrives in a bustling environment
• Excellent customer service skills
• Solid computer skills. Microsoft word, Excel, and Service Titan Software knowledge and experience a plus
• Customer service experience preferred
• Able to work with very minimal supervision
• Ability to interact well with all employees and perform as a team player is essential
• Possess excellent communication skills and maintain a pleasant, friendly demeanor
• Strong attention to detail and able to multi-task
• Must be a fast learner with new technology and software applications
• Be willing to answer calls (remotely) on a rotating weekend and after hours schedule
• Have a geographical knowledge of our service area and/or map reading skills
• High school diploma or equivalent
• Must have a valid driver's license with a clean driving record, ability to pass a pre-employment drug screen, as well as undergo a thorough background check.

Responsibilities

• Liaison between our field techs and the customer
• Interact with customers to keep them informed of the status of their assigned plumber's arrival
• Resolve any customer service issues
• Make outbound calls to customers to schedule appointments and installs
• Scheduling preventative and follow-up appointments with customers
• Manages the dispatch board to keep field personnel on the move, servicing clients and generating revenue
• Makes every effort to compress call scheduling to effectively maximize productivity and revenue
• Notifies clients ahead of time without fail if the Plumber is not going to arrive at their home within the scheduled time window
• Re-schedules appointment times at client's convenience as necessary
• Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Plumber
• Strictly adheres to the Dispatching for Profits Priority Service Schedule, to ensure the 'Right' Plumber is sent to the 'Right' appointment
• Shares responsibility to ensure that all Plumbers arrive at their designated appointments on time
• Debriefs with Plumbers upon completion of jobs to identify any outstanding client satisfaction issues

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Specialty Trade Contractors
• Education Level: High school or GED