Service Dispatcher

Severson Plumbing & Mechanical is a long-time Bend plumbing contractor, specializing in all things plumbing and is looking for a Service Dispatcher to become part of our service team.

This person will act as a liaison, schedule Journeyman Plumbers for service work orders, and resolve any emerging problems that customers might face with efficiency. The best dispatchers are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. The target is to ensure excellent service standards, respond quickly to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming calls
• Maintain service schedule, tracking all service jobs & parts ordered for the return visits.
• Retrieve all incoming calls. Return voicemails, emails, and service requests by responding in a professional and timely manner
• Enter new customers into computer using Service Titan and maintain proper billing account information.
• Work with and assist the service manager to identify, organize, and coordinate service plumbers including schedules based on the capabilities of available technicians, the known or expected complexity of the perceived work, and the planned and /or promised completion time /date.
• Prepare and assist with estimates for equipment, materials, projects and services and develop proposals for presentation to customers, based on preliminary site review and diagnosis of project with customer.
• Support Journeyman Plumber needs and provide technical assistance as required.
• Perform other duties as assigned by Severson Plumbing Management Team.
• Ask thorough questions and get pictures (when necessary) to get as much information as possible to give to the plumber when scheduling/dispatching calls.
• Build sustainable relationships and trust with customers through open and interactive communication
• Field customer complaints, provide appropriate information to management within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Take the extra mile to engage customers

Qualifications & Skills

• Proven customer support experience or experience as a client service representative
• Ability to work in a team environment in high pressure situations
• Strong written and oral communications skill are required
• Knowledge and experience using Sage100/SSO, Excel, Outlook a (bonus)
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication skills
• Ability to multi-task, prioritize, and manage time effectively

Job Type: Full-time

Benefits:

· 401(k)

· 401(k) matching

· Dental insurance

· Employee discount

· Health insurance

· Paid time off

Schedule:

· 8 hour shift

· Monday to Friday

Education:

· High school or equivalent (Preferred)

Experience:

· Customer Service: 2 years (Preferred)

- Dispatching experience

Work Location:

· One location (at the office)

Benefit Conditions:

· 60 Day waiting period applies

· Only full-time employees eligible

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Experience:

• Dispatching: 1 year (Preferred)

Work Location: One location