Dispatch Service Representative

Job Title: Dispatch Service Representative

We are looking for a skilled Dispatch Service Representative to join the Power Pro Plumbing Heating & Air family. Our company is dedicated to providing the absolute best customer care through our honesty, respect, and integrity. If you have a good attitude, an aptitude for customer satisfaction, and can uphold our reputation for service and excellence, we encourage you to apply today!

The Dispatch Service Representative will mainly be responsible for processing service requests, and fulfilling customer needs to ensure complete customer satisfaction. This involves using common and proprietary concepts, practices, and procedures within the call center environment. This person will be required to be able to work a flexible schedule, including weekends; hours vary from 8 am to 8 pm.

We offer a good work-life balance in addition to competitive pay, annual bonuses, health, vision, and dental benefits, and continual training.

Required Experience, Skills, and Knowledge:

• High school diploma or equivalent
• 2-3 years experience in Plumbing/HVAC dispatching
• Advanced customer service skills
• Geographical knowledge of service area
• Organizational skills
• Computer skills
• Clear and concise communications with department managers, employees, and customers
• Adept knowledge of standard concepts, practices, and procedures in Plumbing/HVAC

Key Competencies:

• Honesty and integrity
• Excellent customer service skills
• Ability to communicate empathy
• Critical thinking and problem solving
• A strong sense of urgency and ability to prioritize tasks
• Detail-oriented
• Adept learner
• Able to multitask
• Proven ability to process high volumes of work with great accuracy
• Basic knowledge of data entry and Microsoft Office applications (Outlook, Excel, Word)
• Knowledge of Service Titan (is a plus)
• Excellent written and verbal communication skills

Physical Requirements

• Must be able to sit for long periods
• Must be able to work varying shifts, including days, evenings, and weekends

Regular Duties:

• Provide fast and friendly customer service to both internal and external customers
• Answer incoming calls related to service, billing, and other departments
• Schedule service/estimate appointments in a timely manner
• Schedule return trips with customers
• Make outbound calls to book, confirm, and survey upcoming or completed appointments
• Maintain the service technicians’ daily schedules and dispatch the technicians as service calls are completed
• Help new employees understand our brand, policy, and procedures
• Other assigned duties as directed by management

*Applicants are subject to a new hire drug screen. We are a drug-free workplace.