Service Dispatcher

Job Description

Job Posting: Service Office Manager

Location: PlumbLife Plumbing Office

Job Type: Full-time (Standard Hours of Operations M-F 7:30am to 4:30pm)

About Us:

At PlumbLife Plumbing, we strive to deliver exceptional service to our customers while fostering a positive work environment for our team. As a leader in residential home service, we pride ourselves on providing innovative solutions and top-notch service that meets the needs of our valued customers. We are currently looking for a Service Office Manager to join our team and help streamline the customer communications and dispatching processes, ensuring a seamless experience for both our customers and service technicians.

Position Overview:

The Service Office Manager will oversee the daily operations of the service department, focusing on efficient scheduling, dispatching of service technicians, and customer service. This role is pivotal in ensuring service calls are scheduled effectively, customers are satisfied with their service experience, and our technicians have clear and timely instructions.

Key Responsibilities:

Schedule and Dispatch: Maintain daily schedules for Service Technicians, dispatching them as service calls are completed and ensuring that appointments are managed efficiently.

Customer Expectations: Effectively manage customer expectations by providing accurate arrival times for technicians and keeping them updated on any changes.

Lead Response and Appointment Booking: Respond to incoming message leads promptly, assisting customers in booking appointments and providing necessary details.

Reschedule Appointments: Handle any service calls that cannot be completed the same day by rescheduling them in a timely manner.

Return Trips Coordination: Schedule return trips with customers when required parts are available, ensuring minimal disruption to their schedule.

Customer Complaint Resolution: Address customer complaints professionally, offering appropriate solutions and alternatives within set time limits. Follow up to ensure customer satisfaction and resolution.

Record Keeping: Maintain accurate records of customer interactions, process customer accounts, and file documents according to company protocols.

Communication: Follow company communication procedures, guidelines, and policies, ensuring clear and concise communication with department managers, employees, and customers.

Customer Engagement: Go the extra mile to engage with customers, enhancing their overall experience and building customer loyalty.

Team Collaboration: Keep customers informed about company schedules, requested lead-times, and any service delays.

Other Duties: Perform additional duties as assigned by management to support the overall operations of the service department & the administration of the company.

This position offers opportunities for growth as the company grows!

Qualifications:

Proven experience in a service-oriented role, preferably in a administrative or coordination capacity.

Strong organizational skills with the ability to handle multiple tasks and prioritize effectively.

Excellent communication skills, both written and verbal, with a customer-first attitude.

Ability to resolve conflicts and manage customer complaints in a calm and professional manner.

Strong attention to detail and a proactive approach to problem-solving.

Proficient with scheduling software and other office management tools.

Ability to work in a fast-paced environment and remain adaptable to changing priorities.

Previous experience in dispatching or service scheduling is a plus.

Why Join Us?

At PlumbLife, we offer a collaborative work environment, opportunities for professional growth, and a comprehensive benefits package. As part of our team, you will play an integral role in delivering outstanding customer service and ensuring the success of our service operations.

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Full-time