Dispatcher - Benjamin Franklin Plumbing of Manchester, CT : Job Details

Do you value professionalism and punctuality? Do you want to work with the best professionals in the plumbing industry? Then you could be a candidate for Benjamin Franklin Plumbing!

Benjamin Franklin Plumbing is actively searching for a highly motivated, upbeat, positive and confident Plumbing dispatcher.

JOB SUMMARY

This position dispatches all plumbing and drain service calls to ensure maximum scheduling efficiency without compromising client satisfaction.

Must be able to utilize creative thinking, strategic planning skills and teamwork to ensure all customers are taken care of. The ideal candidate will be able to enthusiastically rise to a challenge and coordinate a complex schedule that is very dynamic and always subject to change. We're looking for someone who is able to think outside the box and make quick decisions, but who can also work as part of a team to ensure we are providing the best customer service possible.

Hours: Full time, 40+ hours per week. Monday through Friday, 7:30AM to 4:00PM each day. Rotating weekend on-call schedule.

Requirements

Plumbing and/or dispatch experience preferred

Self-starter who is organized and thorough with attention to detail and thrives in a bustling environment

Excellent customer service skills

Solid computer skills. Microsoft word, Excel, and Service Titan Software knowledge and experience a plus

Customer service experience preferred

Able to work with very minimal supervision

Ability to interact well with all employees and perform as a team player is essential

Possess excellent communication skills and maintain a pleasant, friendly demeanor

Strong attention to detail and able to multi-task

Must be a fast learner with new technology and software applications

Be willing to answer calls (remotely) on a rotating weekend and after hours schedule

Have a geographical knowledge of our service area and/or map reading skills

High school diploma or equivalent

Must have a valid driver's license with a clean driving record, ability to pass a pre-employment drug screen, as well as undergo a thorough background check.

JOB DUTIES

Liaison between our field techs and the customer

Interact with customers to keep them informed of the status of their assigned plumber's arrival

Resolve any customer service issues.

Make outbound calls to customers to schedule appointments and installs

Scheduling preventative and follow‐up appointments with customers

Manages the dispatch board to keep field personnel on the move, servicing clients and generating revenue

Makes every effort to compress call scheduling to effectively maximize productivity and revenue

Notifies clients ahead of time without fail if the Plumber is not going to arrive at their home within the scheduled time window

Re-schedules appointment times at client's convenience as necessary

Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Plumber

Strictly adheres to the Dispatching for Profits Priority Service Schedule, to ensure the “Right” Plumber is sent to the “Right” appointment

Shares responsibility to ensure that all Plumbers arrive at their designated appointments on time

Debriefs with Plumbers upon completion of jobs to identify any outstanding client satisfaction issues

MINIMUM REQUIREMENTS

High school diploma or equivalent required

Must have good computer software skills

Prior customer service experience preferred

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.