Job Title: Plumbing Dispatcher
Location: 21420 N 14th Ave Phoenix, AZ 85027
Employment Type: Full-Time (Tuesday through Saturday) Part- Time (mandatory Thursday thru Saturday.
Reports To: Office Manager
Job Summary
We are seeking a dedicated and organized Plumbing Dispatcher to join our team. This role involves coordinating and scheduling plumbing service calls, managing technician assignments, and ensuring timely communication between customers and field staff. Additionally, you will conduct warm outbound follow-ups on estimates to help convert leads, with a commission incentive tied to successful conversions. This position requires excellent organizational skills, strong customer service, and effective follow-up abilities.
Schedule
- Workdays: Tuesday through Saturday
- Hours: 8a - 5p
Key Responsibilities
- Schedule and Dispatch Service Calls: Receive incoming service requests, assess job requirements, and assign the right technician to each job based on skill level, location, and availability.
- Manage Technician Schedules: Monitor the status of ongoing jobs and adjust schedules as needed to optimize efficiency and address any unexpected delays or changes.
- Customer Communication: Act as the primary point of contact for customers regarding job status, expected arrival times, and any changes to scheduled appointments.
- Estimate Follow-Up Calls: Conduct warm outbound follow-up calls on previously provided estimates to engage potential clients, address questions, and help convert leads into confirmed jobs.
- Data Entry and Documentation: Record details of service calls, estimate follow-ups, and job statuses in the dispatch software, ensuring accurate and up-to-date records.
- Handle Emergencies: Respond promptly to emergency service calls and make quick decisions to dispatch the nearest available technician to urgent jobs.
- Coordinate with Parts/Inventory: Communicate with the inventory team to ensure that technicians have the parts and equipment they need for scheduled jobs.
- Support Technicians in the Field: Provide guidance, support, and assistance to technicians as needed to ensure job success and customer satisfaction.
Qualifications
- Experience: Prior experience as a dispatcher, preferably in plumbing, HVAC, or a related field; experience in sales or customer service is a plus.
- Skills: Excellent organizational and multitasking abilities, strong communication skills, and a customer-focused mindset.
- Technical Proficiency: Familiarity with dispatching software and general computer skills.
- Follow-Up Skills: Ability to engage with customers on estimate follow-ups, answer questions, and build rapport to increase conversion rates.
- Problem-Solving Abilities: Ability to quickly assess situations and make decisions under pressure.
- Team Player: Works well in a team environment and can maintain a calm demeanor in a fast-paced setting.
Compensation and Benefits
- Competitive base salary
- Commission: Earn commission on successful estimate conversions.
- Health insurance
- Paid time off
- Opportunities for advancement within the company
- 401k Match
- Cell Phone
Job Types: Full-time, Part-time
Pay: $20.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
Schedule:
Experience:
- Customer service: 1 year (Required)
Ability to Commute:
- Phoenix, AZ 85027 (Required)
Ability to Relocate:
- Phoenix, AZ 85027: Relocate before starting work (Required)
Work Location: In person
