Dispatch/Customer Service Representative

Since 1982, Anytime Plumbing Heating & Cooling has been focused on giving our customers the best value. We understand that calling for plumbing or HVAC service is often not anticipated, so we make sure to give our customers as little stress as possible. Most importantly, we pride ourselves on being the most employee-focused plumbing & HVAC company in town.

Position Overview:

Anytime Plumbing Heating & Cooling is looking for a Dispatcher/Customer Service Representative to add to our team of customer-focused, team-driven professionals.

The primary role of the Customer Service Representative is to ensure that we meet client needs in a timely and professional manner. This position must effectively communicate with technicians on any day-to-day situation that arises to ensure a steady process in a busy environment.

Successful candidates for this role:

• Have conceptual judgment and decision-making skills
• Are excellent organizers
• Remain stable and poised under pressure
• Can adapt quickly

Pay Range: $18.00 - $20.00/hour with monthly bonus incentive

Shift: 11:00 am - 8:00 pm, Monday through Friday

Benefits:

• Medical, Dental and Vision plans
• 401K with 3% company match
• Short- and Long-Term Disability plans
• Accident & Critical Illness Insurance available
• $50K Life Insurance Policy free to employees
• Paid Holidays
• Paid Time Off
• Future advancement opportunities
• Monthly bonus and spiff opportunities available

Candidate Qualities:

Along with the job-specific qualifications (below), here are the qualities we’re looking for in our candidates:

• You work hard
• You love working with a team
• You love to serve others
• You love to challenge yourself, and you want to learn and be better than yesterday
• You understand the importance of serving others (your team members and our customers)

Job Duties:

• Answer inbound and make outbound customer calls in a fast-paced environment
• Empathize & understand customer’s urgent plumbing & HVAC problems
• Manage and organize customer service calls based on urgency, tech skill, and location
• Determine the best course of action, using discretion and judgment to ensure all technician and client concerns are dealt with in a timely manner to enhance client satisfaction and retention
• Work closely with various departments to provide administrative tracking support
• Work cohesively with various departments to support and promote multiple business solutions
• Schedule and coordinate all booked service & maintenance calls
• Proactively plan, forecast, and dispatch service calls
• Accurately dispatch the required Service Technician with the correct skill level for the service call, minimizing unnecessary costs and building customer confidence
• Communicate the status of the service call to the customer while it is in progress and follow up with the customer after completion
• Determine the best course of action, using discretion and judgment to ensure all technician and client concerns are dealt with in a timely manner to enhance client satisfaction and retention

Requirements:

• Working knowledge of ServiceTitan software is a plus
• Relevant work experience in service (repairs/maintenance) work is a plus
• Ability to handle multi-line phone system while entering data
• Must have dependable transportation and be prompt
• Strong ability to multitask in a fast-paced environment
• Maintain an effective working relationship with employees, customers, and industry partners
• Highly organized and detail-oriented with exceptional follow-through ability
• Highly motivated, self-starter who is flexible and has a positive attitude