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Dispatcher Customer Service

Jim Needham Plumbing
Longmont, CO
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

We are looking for a Dispatcher in Westminster, CO, to join our team. Please review the following information before applying:

Phone Numbers:

  • (720) 465-9086 Office Number
  • (720) 692-8639 Debbie, Hiring Manager

Benefits:

  • Health insurance, 401k, life insurance, dental, vision, paid holidays & vacations
  • Excellent working relationship with our customers (see our Yelp reviews)
  • Opportunity to work for a rapidly growing company

Qualifications:

  • Experience as a Dispatcher for Plumbing
  • Experience as a Customer Service
  • Must be available to work (some) weekends
  • Must be able to multi-task
  • Strong phone presence
  • Computer savvy
  • Experience with scheduling via Jobber Software

Responsibilities:

Policy:

All dispatchers are required to communicate with the customers 30-45 minutes prior to dispatching a Plumber. The dispatcher is required to notify the customer of any delays 30 minutes prior to the expiration time frame.

Purpose:

To ensure the dispatcher is fully alert of all actions in regards to Plumbers from A to point B.

Scope:

Customer/Plumber is affected by any miscommunication or neglect to communicate updates throughout the process from receiving a phone call to finish.

Responsibilities:

  • All CSR’s and Dispatchers are to know each role and job description inside and out.
  • All CSR’s could at any time do the job of Dispatcher.
  • All dispatchers are responsible for each Plumber has a call throughout the day.
  • The Dispatcher is to know where the plumber is at all times and if the truck is in motion. The Plumbers' whereabouts are the Dispatchers/CSR main priority and responsibility. At any time if asked where a plumber is, the dispatcher will be the first to know.
  • The dispatcher/CSR is responsible for knowing how many calls are needed to be booked for the day (dependent upon the number of Plumbers working).
  • Dispatchers are required to communicate with the operations manager and the service manager to make sure everyone is on the same page. Morning dispatchers are responsible to communicate all information to the afternoon dispatchers daily.
  • Dispatchers are required to keep track of all calls and make sure the status is updated on the money board and the call process. Dispatchers are required to make sure projects are closed out and then updated on the roll overboard.
  • Dispatchers are the communications personnel responsible for receiving and transmitting pure and reliable messages, tracking vehicles and equipment, and recording other important information.
  • The CSR/Dispatcher is responsible for making sure everything is in order and done correctly. All call notes must have detail and enough information for the Plumber to understand the situation.
  • The CSR/dispatcher is trained on how to book a WOW Call. They must let the manager know if they are having a hard time closing a call. Once the call is booked the CSR/Dispatcher is to make sure it is classified correctly and coded correctly for reporting purposes. The CSR Dispatcher is to be aware of what is going on at all times. The CSR Dispatcher is responsible for working with all departments on quality control.

WE ARE THE FIRST LINE OF CONTACT WE NEED TO BE ON OUR GAME. THE CSR DISPATCH IS REQUIRED TO MAKE SURE THE FOLLOWING IS DONE ON A DAILY BASIS.

OTHER RESPONSIBILITIES:

  • DISPATCHING
  • MOTIVATING THE GUYS-CHEERLEADING (WOOT WOOT) PLUMBERS
  • KEEPING THE MONEY /WIP BOARD CURRENT
  • ISSUING PURCHASE ORDERS
  • OUT BOUNDING
  • CREATING & FOLLOWING UP ON ESTIMATES
  • SELLING/RENEWING CLUB MEMBERSHIPS
  • BOOKING CALLS
  • CONFIRMING CUSTOMER INFORMATION
  • INCOMING CALLS
  • FOLLOWING UP ON ACCOUNT RECEIVABLES
  • EMAILING, MAILING & ATTACHING INVOICES
  • PROCESSING REFUNDS
  • CUSTOMER SERVICE WITH A SMILE
  • ORDERING BLUE STAKES AND 811 LINE LOCATIONS AND LABOR GUYS
  • CONTACTING AND FOLLOWING UP ON ALL ON CALLS
  • SCHEDULING ALL CALLS
  • 10/7 AND 10/9 CLOSING CALLS
  • CREATING ESTIMATES
  • ATTACHING PICTURES
  • ATTACHING PREVIOUS WORK TO CALLS
  • WATCHING PLUMBERS ON GPS
  • ATTACHING SOLD TO PLUMBERS TO CORRECT JOBS
  • KEEPING TEAM AND PLUMBERS INFORMED AND IN LOOP OF ISSUES AND JOBS
  • KEEPING IN CONTACT WITH PLUMBERS ON JOBS ROLLING
  • CHECKING COUNTY ASSESSORS INFO FOR JOBS OVER $10,000.00
  • ROLLING CALLS
  • UPDATING NOTES
  • BUILD, DISPATCH, CONFIRM, AND CLOSE CALLS
  • SELLING CLUB MEMBERSHIPS
  • CUSTOMER CONCERNS
  • FILLING OUT FORMS FOR INSURANCE ADJUSTERS
  • SCHEDULING OIL CHANGES AND MAINTENANCE
  • CHECKING CALL CAP AND FIXING OUTCOME
  • PUTTING ALL REVENUE IN CALL CAP
  • KNOWING ALL CURRENT PROMOTIONS AND SPECIALS
  • KEEPING RECORD OF ALL DAY OFF/EARLY/VACATION AND SICK DAYS
  • HANDLING CONCERNS AND GETTING ANSWERS
  • PROCESSING REFUNDS OF 50.00 OR LESS (IF MORE THAN 100.00 MUST HAVE MANAGER APPROVAL
  • MAKING A VISUAL MONTHLY GOAL BOARD.
  • BOOKING ALL ANSWER 1 CALL ANGIE LIST, YELP, BBB, HOME ADVISOR, HOME LOCAL SERVICE.
  • WATCHING THE GROUP EMAILS FOR CHATS OR CALL EMAILS
  • KEEPING TRACK OF ALL WATER HEATER FLUSHES AND BACKFLOW CERTIFICATION THAT NEED TO BE DONE YEARLY.
Company Description
Established in early 2019, we focus on plumbing for residential, light commercial and commercial. Read a few Yelp, Google and Angie's List reviews below on what our customers have to say about our business.

"I was so impressed with there honesty and being straight forward with me they have won a customer for life. Clean, professional, courteous, timely, and communicated well. And above all did a good job. Thanks" - Kristine M. on 7/15/2020

"Hands down Jimmy is the best plumber we've ever had do work for us. He did a great job on getting the plumbing done on our new vanities and shower last year, and yesterday he and Tyson did a great job on clearing a floor drain, replacing the hot water heater, cleaning up pipe setups, figuring out a spigot leak on the patio and getting us ready for our new fridge install if we do get an ice maker. We will definitely use Jim Needham Plumbing again and again!" - Tracy F. on 7/3/2020

"It was a pleasure to work with the staff at Jim Needham Plumbing for a recent plumbing repair I had done at my home. From my initial call through the entire service process, I am 100% satisfied with their pricing, quality of work, customer service and professionalism. In addition, their work is backed by 2-year parts and labor warranty! Thank your Zolie and Kristen for making it easy to do business with you guys." - Trevor M. on 5/9/2020

Jim Needham Plumbing

Why Work Here?
We are a fun, growing company with weekly spiffs, paid benefits, amazing company culture.

Established in early 2019, we focus on plumbing for residential, light commercial and commercial. Read a few Yelp, Google and Angie's List reviews below on what our customers have to say about our business. "I was so impressed with there honesty and being straight forward with me they have won a customer for life. Clean, professional, courteous, timely, and communicated well. And above all did a good job. Thanks" - Kristine M. on 7/15/2020 "Hands down Jimmy is the best plumber we've ever had do work for us. He did a great job on getting the plumbing done on our new vanities and shower last year, and yesterday he and Tyson did a great job on clearing a floor drain, replacing the hot water heater, cleaning up pipe setups, figuring out a spigot leak on the patio and getting us ready for our new fridge install if we do get an ice maker. We will definitely use Jim Needham Plumbing again and again!" - Tracy F. on 7/3/2020 "It was a pleasure to work with the staff at Jim Needham Plumbing for a recent plumbing repair I had done at my home. From my initial call through the entire service process, I am 100% satisfied with their pricing, quality of work, customer service and professionalism. In addition, their work is backed by 2-year parts and labor warranty! Thank your Zolie and Kristen for making it easy to do business with you guys." - Trevor M. on 5/9/2020

Address

1849 Cherry St Suite 1 Louisville

Longmont, CO
USA

Industry

Transportation and Storage

Website

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