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.