Client Care Representative/Dispatcher

Benjamin Franklin Plumbing, LLC; Novato (CA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Profit sharing

Vision insurance

Job summary

Benjamin Franklin Plumbing, LLC in Novato, CA is seeking a customer-focused call center dispatcher to handle incoming client calls and help dispatch and supervise service and maintenance appointments. You will be the first point of contact shaping the customer experience and coordinate with field technicians.

You will work in-office at our Novato location, supporting weekend/evening schedules and using Service Titan or similar software. Prior customer service and plumbing knowledge are preferred.

Qualifications

• High school diploma or equivalent.
• Above-average verbal and telephone communication skills.
• Must have good computer software skills.
• Prior customer service experience preferred.
• Service Titan experience preferred.
• Knowledge of plumbing preferred.

Responsibilities

• Answer incoming client telephone calls and be the first impression of the company.
• Outbounding of WHIs for existing customers to generate leads.
• Maintain courteous and pleasant demeanor on calls, whether on the phone or not.
• Ensure each call is answered before the third ring with the approved greeting/script.
• Notify clients ahead of time if the plumber will be late.
• Book scheduled service appointments for Agreement Membership clients.

Skills

Verbal communication

Telephone communication

Customer service

General computer skills

Education

High school diploma

Tools

ServiceTitan

MS Office

Job description

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Profit sharing
• Vision insurance

Job Summary

This position answers incoming client telephone calls. Assists with the supervision and dispatching of all scheduled service and maintenance calls. Reports to the Operations Manager.

Job Duties

• Answers incoming client telephone calls and recognizes that this is where the client will form their first impression of the company
• Outbounding of WHIs for existing customers to generate leads
• Good communication with the client is essential! Has a courteous and pleasant demeanor, whether on a phone call or not
• Ensures that each telephone call is answered before the third ring and that the approved company greeting and script is used each time
• Notifies clients ahead of time without fail if the Plumber is not going to arrive at their home within the scheduled time window
• Calls Agreement Membership clients; as scheduled service appointments must be booked to make up for any shortfall of repair calls

Minimum Requirements

• High school diploma or equivalent required
• Above-average verbal and telephone communication skills are essential
• Must have good computer software skills
• Prior customer service experience preferred
• Service Titan experience preferred
• Knowledge of plumbing preferred

Schedule

• We are a 7‑day‑a‑week plumbing company.
• Must be open to working weekends and evenings as we have staggered schedules for the dispatch and call‑center team.
• In‑office out of our Novato, CA location.