Position: Dispatcher/Customer Service

Summary

The primary responsibilities are as follows:

Take incoming calls from customers, employees, and vendors. Input information related to the call request, and schedule the job per established protocol.

Skills needed to be successful are; must have excellent “happy” phone skills, ability to work with little supervision, and be driven to provide exceptional customer service to both internal and external customers. Computer experience is a must. Experience in plumbing and HVAC service is helpful, but not required.

Qualifications

• Detail oriented with strong organizational skills
• Effective communication skills, both oral and written
• Enjoy working with people and helping others
• Critical thinking and problem solving
• Comfortable with different software and technology platforms
• Familiar with the Eagle County area. Pitkin county familiarity is a plus

Responsibilities

• Answer incoming service calls including customer complaints and concerns
• Prepare and coordinate daily work schedules
• Generate and dispatch work orders and invoices using dispatch software
• Communicate effectively with customers, field and office and sales personnel, as well as other departments for successful coordination and follow-up
• Ability to work in a team environment in high-pressure situations
• Organized and able to prioritize multiple tasks and successfully meet deadlines
• Able to work around constantly changing schedules and priorities
• Manage multiple field personnel
• Utilize basic technical understanding of plumbing systems to distinguish between routine and emergency service needs, as well as determine level of need
• Match work requested to plumber availability and skillset
• Process permits

Experience

• High School diploma or equivalent experience
• Familiarity with construction industry and basic principles of plumbing and HVAC systems helpful but not required
• Able to work well independently and as part of a team
• Strong verbal, written, analytical, persuasion, and interpersonal skills
• Experience with formal service-based dispatch/enterprise software preferred
• Proficiency in Microsoft Office 2010 or 2016 required, including Word, Excel, and Outlook

Skills

• Working knowledge of Google Drive, Microsoft, and SuccessWare or other dispatch software considered an advantage
• Experience with accounting system software
• Organized and able to prioritize multiple tasks and successfully meet deadlines
• Valid driver’s license and clean driving record required
• Excellent attendance record at prior employment

Physical Demands

• Includes sitting, standing, bending, repetitive motions of hands and wrists due to frequent computer use
• Able to see and hear well (either naturally or with correction), and speak clearly
• Some lifting may be required

Additional Information

• Type: Full-time
• Experience: Experienced
• Compensation: Hourly

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• High school or equivalent (Preferred)

Experience:

• Dispatching: 1 year (Preferred)
• Customer Service: 1 year (Required)

Work Location: One location

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