Service Dispatcher

Tech9; Virginia, Northern (IL, KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

PlumbLife Plumbing is seeking a dedicated Service Dispatcher to manage daily scheduling, dispatch technicians, and maintain clear customer communications. You will ensure service calls are scheduled efficiently and that technicians have precise, timely instructions to complete work to the highest standards.

The role emphasizes strong organizational and communication skills, with a focus on delivering exceptional customer service and handling inquiries promptly.

Qualifications

• Proven experience in a service-oriented role, preferably administrative or coordination.
• Strong organizational skills with the ability to multitask and prioritize.
• Excellent written and verbal communication with a customer-first attitude.
• Ability to resolve conflicts and manage customer expectations calmly and professionally.
• Attention to detail and proactive problem-solving approach.
• Proficiency with scheduling software and office management tools.
• Experience in dispatching or service scheduling is a plus.

Responsibilities

• Manage the Dispatch Board: maintain daily schedules for Service Technicians and dispatch calls.
• Communicate arrival times and changes to customers to manage expectations.
• Lead response and appointment booking: assist customers in booking appointments with details.
• Reschedule appointments for calls not completed the same day.
• Coordinate return trips when parts are available to minimize disruption.
• Address customer complaints professionally and follow up for satisfaction.
• Keep accurate records of customer interactions and processes.
• Follow company communication procedures with managers and customers.
• Engage with customers to enhance experience and loyalty.
• Collaborate with team and inform customers of schedules and delays.
• Perform additional duties as assigned by management.

Skills

Customer service

Scheduling

Dispatching

Administrative

Tools

Scheduling software

Job description

Job Posting: Service Dispatcher

Location

: PlumbLife Plumbing Office

Job Type

: Full-time (Standard Hours of Operations M-F 7am to 4:30pm)

About Us

:

At PlumbLife Plumbing, we strive to deliver exceptional service to our customers while fostering a positive work environment for our team. We pride ourselves on providing permanent solutions and top-notch service that meets the needs of our valued customers. We are currently looking for a Service Dispatcher to join our team to manage dispatching processes and provide customer communications to ensure a seamless experience for both our customers and service technicians.

Position Overview

:

The Service Dispatcher will assist the daily operations of the service technicians, focusing on efficient scheduling, dispatching of service technicians, and customer service. This role is pivotal in ensuring service calls are scheduled effectively, customers are satisfied with their service experience, and our technicians have clear and timely instructions.

Key Responsibilities

:

• Manage the Dispatch Board: Maintain and manage daily schedules for the Service Technicians, dispatching them as service calls are completed and ensuring that appointments are managed efficiently and triaged.
• Managing Customer Expectations: Effectively manage customer expectations by communicating often on arrival times for technicians and keeping them updated on any changes.
• Lead Response and Appointment Booking: Respond to incoming message leads promptly, assisting customers in booking appointments and providing necessary details.
• Reschedule Appoinments: Handle any service calls that cannot be completed the same day by rescheduling them
• Return Trips Coordination: Schedule return trips with customers when required parts are available, ensuring minimal disruption to their schedule.
• Customer Complaint Resolution: First attempts to address customer complaints professionally, offering appropriate solutions and alternatives within set time limits. Follow up to ensure customer satisfaction and resolution.
• Record Keeping: Maintain accurate records of customer interactions, process customer accounts, and file documents according to company protocols.
• Communication: Follow company communication procedures, guidelines, and policies, ensuring clear and concise communication with department managers, employees, and customers.
• Customer Engagement: Go the extra mile to engage with customers, enhancing their overall experience and building customer loyalty.
• Team Collaboration: Keep customers informed about company schedules, requested lead-times, and any service delays.
• Other Duties: Perform additional duties as assigned by management to support the overall operations of the service department & the administration of the company.

This position offers opportunities for growth as the company grows!

Qualifications

:

• Proven experience in a service-oriented role, preferably in a administrative or coordination capacity.
• Strong organizational skills with the ability to handle multiple tasks and prioritize effectively.
• Excellent communication skills, both written and verbal, with a customer-first attitude.
• Ability to resolve conflicts and manage customer complaints in a calm and professional manner.
• Strong attention to detail and a proactive approach to problem-solving.
• Proficient with scheduling software and other office management tools.
• Ability to work in a fast-paced environment and remain adaptable to changing priorities.
• Previous experience in dispatching or service scheduling is a plus.

Why Join Us?

At PlumbLife, we offer a collaborative work environment, opportunities for professional growth, and a comprehensive benefits package. As part of our team, you will play an integral role in delivering outstanding customer service and ensuring the success of our service operations.