Job Description
Master Plumbing and Heating, a renowned leader in the plumbing, heating, cooling, and water treatment industry, is excited to announce an opening for a full-time Dispatcher/Receptionist at our dedicated office location. This position is crucial for the seamless operation of our services and requires a dynamic, organized individual prepared to thrive in a fast-paced environment. Please note, this is an onsite role and is not eligible for remote work.
As the Dispatcher/Receptionist, you will be at the forefront of our daily operations, ensuring efficient scheduling and dispatch of our highly skilled technicians to meet the needs of our clients. This role is perfect for individuals who excel in customer service and have a keen ability to manage multiple tasks efficiently.
Duties and Responsibilities
- Answer incoming calls professionally and handle inquiries and bookings with courtesy.
- Coordinate, schedule, and dispatch service technicians for normal service calls or emergency repairs, covering plumbing, heating, and cooling systems, as well as water treatment solutions.
- Organize and manage the emergency call rotation schedule among technicians to ensure 24/7 service availability.
- Maintain a detailed log of all dispatched calls and customer interactions in the company’s CRM system.
- Assist in organization and preparation of job-related paperwork, such as work orders and job reports, prior to technician dispatch.
- Follow up with technicians post-service to gather information and update job status, ensuring all service data is accurately captured for billing purposes.
- Liaise between customers and technicians, providing timely updates and confirming customer satisfaction post-job completion.
- Enable the billing process by providing accurate job completion details to the accounts department.
- Monitor inventory levels of necessary office supplies and reorder as necessary to maintain adequate stock for daily operations.
- Identify, communicate, and resolve any issues or delays in service scheduling in a timely manner to avoid customer dissatisfaction.
- Participate in training and development sessions to improve knowledge and performance level.
- Uphold the company’s standards of service excellence and professionalism in all interactions.
Requirements
- High school diploma or equivalent; higher education or certifications in office administration or related fields preferred.
- Proven experience as a dispatcher or receptionist, preferably in a plumbing, heating, cooling, or water treatment environment.
- Strong command of scheduling software and phone systems.
- Exceptional organizational skills and the ability to prioritize tasks effectively under pressure.
- Excellent communication and interpersonal skills, with a focus on customer satisfaction.
- Ability to work accurately and efficiently in a fast-paced environment.
- Capability to handle emergency situations with promptness and efficiency.
- Experience in using CRM systems to log and track customer interactions and service calls.
- Basic understanding of billing procedures and coordination with accounts for timely billing post-service completion.
- A commitment to maintaining strict confidentiality of client information and company data.
- Physical ability to manage office files and stock supplies.
- Availability to work flexible hours, including weekends and holidays if necessary.
