128 Plumbing, Heating, Cooling & Electric

　　Customer Service Dispatcher

　　Wakefield, MA

　　About Us:

　　128 Plumbing, Heating, Cooling & Electric is a growing service and installation company that has been in business for 30 years now.

　　We're looking for a hardworking, quick-thinking, passionate person to fit our team's positive culture in our office and raise the bar for our incredible techs. The highest level of service and workmanship is what keeps us moving. Please check out our website, Facebook and Instagram pages, and Youtube videos to see if this would be the right company for you.

　　About Your Role as the Scheduling Coordinator

　　As an Customer Service Dispatcher: , your primary focus is managin g the departments day-to-day and building upon its success. Fielding calls, scheduling, following up with customers and field teammates, and ensuring all parts and material are available to complete the scope of work in a timely manner are top priorities for you and your team. You are the quarterback of daily success and rapport with the field staff is the number one priority.

　　Requirements for the Customer Service Dispatcher:

　　No experience in HVAC, Plumbing or Electrical is required

　　Multitasking and quick-thinking

　　Sufficient computer aptitude

　　Ability to lead and mentor others

　　Management/scheduling experience

　　Attention to detail

　　Keep organization as a priority

　　Proficient typing and computer skills

　　Responsibilities for the Customer Service Dispatcher:

　　Demonstrate awareness of daily, weekly, and monthly success metrics

　　Drive performance consistently within the department

　　Assist the Sales Manager

　　Consistently communicate with the Customer Service team through proper channels to meet daily call goals

　　Ability to schedule strategically to reach goals consistently

　　Ensure that all information is properly obtained, tasks and invoices are accurate, proper payment is collected, and notes are placed within each call

　　Utilize and manage the on-call rotation schedule

　　Provide support for the field staff during any scheduled visits

　　Ensure invoice summaries are complete and accurate

　　Understand and demonstrate the ability to uphold all operational policies and procedures for daily dispatching

　　Understand how to properly calculate drive time and logistics

　　React quickly and efficiently to keep customers informed of any changes to the schedule that may affect them

　　Confirm appointments for the next day to ensure call capacity

　　Obtain, process, and verify payments for pending projects and completed work

　　Obtain, process, and verify customer signatures and authorization for pending projects and completed work

　　Assist in sending invoices to customers for invoicing/estimates/other needs

　　Understand the skill levels needed for each job and properly match that to the customers wants and needs

　　Ensure EOD audit is executed properly at the end of each business day

　　Understand the dispatcher’s duties, and hop in with help whenever necessary

　　Benefits for the Customer Service Dispatcher:

　　A+ Team Environment

　　Paid Holidays

　　Paid Vacation, Personal, and Sick Time

　　Paid Training and Education

　　Company Events

　　Health, Vision, and Dental Insurance

　　401k Retirement Plan with 4% IRA Matching