Dispatcher
Managing Service Calls from beginning to end to assist customers with scheduling, answer inquiries and questions, handle complaints, provide information as needed along with sending the Plumber with the right experience and location to complete the Service Call.
Interact by phone with current customers to make appointments, collect information or conduct proposal follow-up procedures.
Assist Plumbers and Technicians with any contact details, software assistance, obtaining permits, selecting correct vendor source for parts, sub contractors and equipment needs.
Main Job Tasks and Responsibilities
answer phones professionally
respond to client inquiries
research required information using available resources
handle and resolve client complaints
provide clients with product and service information
process orders, forms and applications
identify and escalate priority issues
schedule and route calls to appropriate resource
follow up client calls where necessary
complete call logs
complete call reports
Key Competencies
verbal and written communication skills
listening skills
problem analysis
problem solving
client service orientation
organizational skills
attention to detail
initiative
judgment
adaptability
team work
stress tolerance negotiation skills
work under pressure
high energy level
planning skills
Main Job Tasks and Responsibilities
contact businesses or private individuals by phone
deliver prepared sales scripts to persuade potential clients to purchase a product or service
describe products and services
communicate with Plumbers and Technicians throughout the day to confirm appointments, schedule accordingly, assist on material, equipment, labor help and permit needs
obtain client information
obtain possible client leads
data entry and maintenance of client / potential client databases
follow up on initial contacts
maintain records of telephonic interactions, orders and accounts
Education and Experience
proficient in relevant computer applications
knowledge of client service principles and practices
six months or more experience in a Dispatcher or Equivalent Role
client service experience
good keyboard skills
knowledge of administration and clerical processes
relevant product knowledge
Working Conditions
A 20-40 hour week is typical. Position may require additional hours during unusual or unforeseen circumstances. Proper communication, scheduling and staffing is required in order to maintain successful customer service experiences.
No lifting is required, the position is located in an office environment and requires use of phone, computer, email and text to communicate and complete the job requirements.
Sitting or standing for extended periods based on preference.
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