Weekend Dispatcher

Brothers Plumbing, Heating & Electric; Denver (CO); On-site; USD 45,000 - 68,000; Full time

Job summary

Brothers Plumbing, Heating & Electric seeks a Dispatch Specialist to schedule and route service technicians, acting as the company’s ambassador to customers. You will communicate customer needs, explain service details and fees, and update the system with accurate data.

The role requires multi-tasking in a high-paced environment, strong typing, and proficiency with Windows/Outlook. Experience with SuccessWare21 is a plus, and a high school diploma or GED is required.

Qualifications

• Experience in customer service is preferred.
• Dispatching experience is helpful but not required.
• Proficient typing and strong Windows OS/Outlook knowledge.
• Able to multi-task and communicate with multiple people simultaneously.
• Familiarity with field service software like SuccessWare21 is a plus.

Responsibilities

• Schedule and route service technicians to maximize workload for the service department.
• Act as company spokesperson and relay customer needs and preferences to the team.
• Communicate payment options, fees, and service details to customers.
• Enter all customer data into the computer and maintain accurate records.
• Adhere to company policies, safety rules, and performance standards.

Skills

Customer service

Dispatching

Scheduling

Phone etiquette

Outlook

Typing

Multi-tasking

Teamwork

Confidentiality

Problem solving

Education

High school diploma or GED

Tools

SuccessWare21

MapPoint

GPS

Job description

GENERAL DESCRIPTION OF THE JOB:Dispatch work involves scheduling and routing of service technicians & calls and contacting customers to maximize work to be performed by the service department. Performance of simple clerical work will also be required.JOB ACTIVITIES:Ambassador and spokesperson for the companyDispatch service techniciansActs as the spokesman for the customer, communicating to the company: what thecustomer wants, when they would like it, and how they would like it doneCommunicate effectively with the customer and answer their questions and concernsAssist callers in understanding their problem and communicate fee’s, method ofservice, and payment optionsUtilizes scheduling priorities & tech skills to schedule appointment times and range calls on the scheduleAnswers phones correctly and in a professional manner.Takes calls correctly using scripts and professional practice stepsEnters all customer data in the computerWork as a team with other team membersUnderstand and follow all company philosophies, policies and proceduresUnderstand and follow written and verbal instructions givenRepresent the company in a professional mannerPerform related work as assignedMeet company performance standards per performance reviewsFollow all company safety rules and requirementsMakes outbound calls to complete Happy Checks using scriptOffers ICPO’s as neededAssists administration however requestedDispatch for profits using map tools (i.e. MapPoint, GPS)Answer and take care of emails received via the service inboxGENERAL QUALIFICATIONS and REQUIREMENTS:Experience and Training, Education, Knowledge, Skills & Abilities:Should have experience in the area of customer serviceDispatching experience helpful, but not necessaryKnowledge of the Windows Operating system, including OutlookVery proficient typing abilitiesUse of SuccessWare21. On the job training provided.Basic knowledge of filing systems; including alphabetical and numerical systemsMust be able to multi-task. Communicate to multiple people at the same time (clients, CSR’s, management, and techs), use many online programs at the same time.Must be a quick learner and able to use computer system shortcutsBeing able to prioritize tasks effectively in any given momentMust be adaptable and open to changesExercise good decision making quicklyMust be able to work effectively and with a positive attitude in a high paced environment.On the job training will be providedHigh school diploma or GEDOther:Required to sign a Confidentiality agreement with the companySuccessfully complete all background checks, drug testing and employment screeningNeatly groomed per dress code policy