Dispatcher & Customer Service Representative

Job Description

Job Description

Reports to: Service Manager

Environment: In our office in Durham, NC

Plumbing Industry

Amce Plumbing is a long-standing, family-founded institution that has served the Raleigh, Durham, and Chapel Hill "Triangle" area since 1947. Originally established by W. Laurence Tilley, Sr., the company has built a multi-generational legacy of integrity, craftsmanship, and community trust.

Acme specializes in a comprehensive range of plumbing solutions, including residential service and repair, commercial installations, and full-scale renovations. Known for its "Deep Roots, Modern Approach" philosophy, the company combines decades of technical expertise with a commitment to modern technology and professional service excellence. We are growing and have a role open due to a internal promotion and we are excited to expand our team.

Dispatcher & Customer Service Representative Role: Answer phones, assist clients and schedule service calls, dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction, deal directly with plumbers to ensure clients are serviced, manage the dispatch board to keep field personnel on the move.

What you'll do:

• Ensure compresion of call scheduling effectively to maximize productivity and revenue
• Notifiy clients ahead of time without fail if the plumber is not going to arrive at their home within the scheduled time window
• Re-schedule appointment times at client’s convenience as necessary
• Ensure plumbers can stay on the job
• Strictly adhere to the Dispatching for Profits Priority Service Schedule, ensures the “Right” plumber is sent to the “Right” appointment, the Dispatcher must be familiar with the technical competencies of each plumber and understand how to best maximize service and revenues for each call
• Share responsibility to ensure all plumbers arrive at their designated appointments on time
• Use excellent customer service skills when dealing with clients
• Collect all details when scheduling service appointments for clients
• Utilize all computer programs for optimal effectiveness & efficiency
• Complete all assigned tasks in an accurate and timely fashion
• Additional duties required as needed

What you need:

• High School Diploma
• Excellent customer service skills required
• Excellent telephone skills required
• Above average written, verbal, communication, and organizational skills are essential
• Must be proficient at multitasking
• Proficiency in Word, Excel, and other computer applications

What is nice to have:

• 2-4 years of related office experience preferred
• Prior customer service experience preferred
• Previous dispatching experience preferred

What's in it for you:

• Full Benefits after 90-Days [Aetna]
• You do not need to have plumbing experience or knowledge, but it is preferred. Our Service Manager will train you on all things, but organization, attention to detail, and coordination expertise are essential.
• Equal opportunity employer
• Paid Vacation
• Paid Training
• Matching 401K Retirement Savings Plan
• Life, Dental, Vision Insurance
• Performance bonus based upon revenue, efficiency and sold hours.
• 90 day and yearly review with option for pay raise depending on performance

Have questions or want an update on your application? Call or text Amanda @ 980.553.0103.