Position: HVAC and Plumbing dispatcher –
The Plumber Heating & Cooling , a leader in the Residental HVAC and plumbing service and installation , is currently hiring for the role of Lead Customer Service Rep . As the primary point of contact for Field Technicians handling Service and Installation work daily, this position plays a crucial role in ensuring the completion and resolution of all work orders for the residential service, installation , excavation and new construction division that includes field employees, departments and management interaction consistently daily. The successful candidate will provide timely phone updates to field personnel, monitor, and communicate customer needs and deadlines, service calls, and installations, taking appropriate actions to address complaints or questions and doing all of this with a proactive, highly organized, and systematic mindset.
Key Responsibilities:
Work Order Management:
Research and adjust work orders as needed.
Maintain the customer database with accurate and timely entries.
Timely updates on field actions and events impacting customers and staff.
Scheduling and Communication:
Maintain the scheduling calendar.
Communicate effectively with the field and management customer needs, additional work orders, changes, updates, and deadlines.
Identify and expedite emergencies, reacting quickly under various circumstances.
Dispatch Operations:
Route and monitor work orders to technicians to accommodate customer needs.
Produce regular reports for pending and completed work.
General Tasks:
Work actively in our current operating system " house call pro" making additions and adjustments to work orders, field schedules and time/order adjustments.
Set up, assist, and troubleshoot technology issues for field staff.
Assist field staff with timekeeping and purchase order requests, permits and equipment needs.
Required Skills/Experience:
Proficiency in Microsoft Office, including Excel.
Previous customer service and dispatch experience.
Excellent telephone, organizational, and communication skills (both written and verbal).
High energy, positive attitude, and comfortable in a team environment.
Genuine desire to serve internal and external customers, create a stellar work experience for team and field workers anticipating the needs of company personnel and management.
Preferred Skills/Experience:
Experience with dispatching software is a huge plus.
Two years of experience in dispatch operations, customer service, or logistics within the construction, HVAC, and plumbing industry.
Highly organized and proactive, sensing the needs of the team and management and being a step ahead.
Demonstrated ability to perform administrative and minor accounting functions in a highly changing and ambiguous environment that is equally fun and provides a sense of satisfaction at the end of each day.
Join our team and contribute to the success of our HVAC and plumbing services by efficiently coordinating dispatch activities and delivering exceptional customer service in our Western New York Office .
Job Type: Full-time
Pay: $25.00 - $28.00 per hour
Expected hours: 40 per week
Benefits:
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance
Schedule:
8 hour shift
Day shift
Monday to Friday
Overtime
Work Location: In person
