BBSI

Job Description: Dispatcher/CSR JOB#73334

Company Description:

Our client’s customers have called them for plumbing service they know they can count on for more than 50 years. With excellent service and technical expertise, their team of plumbers is second to none! They’ve been around this long, not only because of their expertise, but because of how well they treat their customers. Our client is currently seeking a full-time Dispatch Customer Service Representative for a company that specializes in drain and sewer cleaning and plumbing.

Job Summary:

The Dispatcher/Customer Service Representative is a crucial role, responsible for managing incoming customer calls, scheduling service appointments, and dispatching technicians to job sites. The majority of customers are calling under emergency-related conditions, so this position requires the ability to work efficiently and calmly under pressure. The ideal candidate will possess excellent communication, problem-solving, and organizational skills, with a focus on providing exceptional customer service.

Responsibilities:

• Answer a high volume of incoming calls, managing a multi-line phone system.
• Gather necessary information from customers to assess their plumbing needs and prioritize service calls.
• Schedule and dispatch plumbing technicians to customer locations, optimizing routes and maximizing efficiency.
• Maintain accurate records of calls, service requests, and technician locations using dispatching software (Service Titan experience is a plus).
• Provide exceptional customer service, demonstrating empathy, patience, and a helpful attitude in all interactions.
• Effectively manage time and prioritize tasks in a fast-paced environment.
• Work collaboratively with other team members, including technicians, customer service representatives, and management.
• Think critically to solve problems and make sound decisions under pressure.
• Perform detail-oriented data entry and assist with other office tasks as needed.
• Be flexible and adaptable to unexpected shift changes and scheduling needs.
• Utilize phone apps and other technology as needed.
• Demonstrate a good sense of direction, navigation skills, and the ability to use internet searches for addresses and directions.
• Possess computer skills, including the ability to start, reboot, and troubleshoot printer problems, navigate Windows, and quickly learn new software. Experience with Word, Excel, and other Office programs is a plus.
• This description is a basic summary, and other duties or requirements may apply.

Qualifications:

• Outgoing individual with excellent listening and verbal communication skills.
• Ability to project a calming presence over the phone, especially in emergency situations.
• Experience handling a high volume of phone calls and managing time effectively.
• Experience in dispatching and using Service Titan software is a plus.
• Ability to thrive under conditions that involve multitasking and building strong coworker and customer relationships.
• Working Conditions:
• Job requires heavy phone use and wearing headsets for extended periods.
• Must be able to work individually and as part of a team.
• Flexibility for unexpected shift changes, including evenings, weekends, and holidays.
• Shifts may begin or end anytime between 7:00 AM and 8:00 PM, including weekends & holidays.
• Compensation:
• Wage to be determined based on experience.
• Pay Rate: $19.00 per hour during the training period, $21.00 per hour after the probation period.
• Work Schedule: Monday to Friday 7:00 am – 3:30 pm (plus Holidays). Overtime and weekend availability is required.
• Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Equal Opportunity Employer:

This company is an Employment Equity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, or national origin. Qualified minorities, women, and veterans are encouraged to apply.

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