What are the responsibilities and job description for the Dispatch Service Representative (Evening Shift) position at Plumbing, Cooling & Electrical Nerds?
DISPATCH SERVICE REPRESENTATIVE (Evening Shift)
Shift time: Noon to 9pm
The Role
Shift time: Noon to 9pm
The Role
- Must have previous dispatching experience.
- As a Dispatcher you will be responsible for helping customers by delivering the right technician to the right call.
- Constant communication with the customers is a must.
- Manage the whereabouts and needs of every technician in the field.
- Efficiently and effectively plan and route technicians to service calls based on technician availability and skill sets, customer equipment and needs, geographical location, and priority level type call.
- Promptly respond to service technicians’ requests, both by our messaging platform and telephone.
- Contact the customers to confirm appointments.
- Represent the company professionally, honestly, and ethically in all business matters and concerns.
- Communicate with customers regarding the status of their jobs.
- Track, update, and schedule projects.
- Process payments.
- Keep accurate records.
- Book sold jobs and communicate our availability to customers.
- Prepare technicians for success.
- Handle customer inquiries and complaints.
- Provide information about the products and services.
- Document and update customer records based on interactions.
- Develop and maintain a knowledge base of the evolving products and services.
- Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls.
- Relay accurate information to technicians, ensuring proficient, quality customer experiences.
- Record the results of each service call and ensure accurate report summaries for management.
- Be professional and establish customer rapport, encouraging repeat business.
- Respond to customer requests, resolving issues and promoting the brand.
- Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders.
- Update customers throughout the day on the technician’s progress.
- Other tasks as assigned.
- Proven track record in customer service.
- IT competent; good typist and proficient with phone systems.
- Highly organized with exceptional follow-through abilities.
- Strong verbal and written communications.
- Ability to build trust, diffuse conflict and hold others accountable.
- Personality that blends well with a fast-paced, goal-driven environment.
- Competitive individual contributor who also loves to win as a team.
- Be the primary point of contact for all customers who have scheduled services with the company.
- Proactively keeping in contact with customers to keep them apprised as to the status of their service requests and reschedule calls as demand dictates.
- Ability to fulfill our Core Values:
- Honesty & Trust
- Do the Right Thing
- Work Smart
- Create, Discover & Share knowledge
- Evolve
- Be Nerdy & Have Fun
- Have an attitude of Get It, Want It and Capacity to do it
- Review all booked jobs and listen to booking calls.
- Daily tracking of reschedule rate, customer discounts offered, and customer touches.
- Monthly bonus eligibility based on revenue to goal, reschedule rate, cancellation rate.
- Works directly with the Dispatch team, Service Manager and Quality Control Supervisor.
- Reports to the Call Center Manager.
- $20 to $24 per hour depending on experience
- Bonus eligibility
- Top compensation plus incentives
- Medical, dental & vision insurance
- FREE life Insurance
- Paid Coaching & training Weekly
- Paid vacation time
- Paid holidays
- Your own money-making machine with company contributions - a.k.a. 401(k)
- Growth & advancement opportunities from management to ownership
- Plumbing, Cooling & Electrical Nerds is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability or any other basis protected by federal, state, or local law.
- All candidates are required to undergo a pre-employment drug screen and employment background checks.
Salary : $20 - $25
