What are the responsibilities and job description for the Dispatcher/CSR Job Posting position at Brothers Plumbing?
Do you love helping people? Would you like to work from home? Brothers Plumbing is looking to add a dispatcher and backup customer service representative to our exceptional team.
About Brothers Plumbing
Mission and Vision: Our mission is to become the most loved plumbing company in the Concho Valley by earning it one employee and one customer at a time. We will do that by establishing win-win scenarios for our team members and our customers, and by compensating our team for going above and beyond to serve our customers. Our Core Values: Deliver Fantastic Service We are dedicated to providing top-notch plumbing solutions and ensuring every customer is delighted with our work. Act with Integrity We commit to doing the right thing, even when it's challenging, maintaining honesty and transparency in all our interactions. Be a Trusted Choice We strive to be the company that customers feel comfortable recommending, knowing that our service is reliable and respectful. Pursue Continuous Growth We are committed to personal and professional development, both for our team members and our business, embracing opportunities to learn and improve.
Description
PLEASE NOTE: THIS IS NOT A REMOTE POSITION.
The Dispatcher supports the day-to-day operations of the company by efficiently scheduling and dispatching technicians to calls. This role requires the Dispatcher to think critically to ensure they are dispatching the best fit technician for the call.
The dispatcher will support the day-to-day operations of the company and is the primary point of contact for technicians. A dispatcher will assist the CSR to answer the phone, obtain customer information, book calls, and address customer concerns. The primary job activities can be done remotely from a computer however some meetings and team events held in San Angelo will require attendance.
If an issue arises, the Dispatcher will work diligently to solve the problem, in the best interest of the team and to the customers satisfaction. As part of this responsibility, the CCR will develop and manage reports, and interact with field personnel to schedule calls efficiently.
A successful Dispatcher must have the ability to function as a part of a team and be able to think creatively and critically.
The essential functions include, but are not limited to the following:
- Dispatch all service calls to ensure maximum scheduling efficiency without compromising client 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 re-scheduling the time at the client’s convenience.
- Communicate with the Purchasing and Warehouse Coordinator 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.
- Debrief technicians after each call and insist that all employees collect payment immediately after each job is completed.
- Make sure that technicians follow standard operating procedures to complete estimates and invoices correctly.
- Obey the company Code of Ethics, Team Rules, and Team Philosophy
Minimum Qualifications
- Self-starter, reliable, flexibility with hours
- Strong customer service skills
- Telephone etiquette and working knowledge of email systems
- Present and communicate professionally (written and verbal)
- Excellent interpersonal communication skills on a professional and technical level
- Able to work both independently and as part of a team
- Strong knowledge of Google Docs, Microsoft Excel, Word and PowerPoint
- Must be a critical thinker - Strong English composition skills
- Ability to develop tools that create efficiencies within department
- Bilingual a plus, not required
Salary
$18 - $20 per hour
Salary : $18 - $20