Job Description
Job Description
DISPATCHER
JOIN THE LEN THE PLUMBER HEATING AND AIR TEAM!!!
Full Time Hourly position - On-Site in our Mt Laurel / Cherry Hill NJ Branch location
If you have experience in dispatching and possess a positive and enthusiastic approach to customer service, we want to talk to you! You must be smart, independent, able to make decisions, and able to multi-task in a fast-paced, high-volume, customer service-focused office environment located in our Mt Laurel NJ location!
This is a full-time hourly position with a monthly performance bonus. The perfect candidate must have flexibility with your schedule, this includes day shifts, evenings until 8 pm, and occasional weekend day shifts as needed.
Your Role
As a Dispatch Service Representative, you'll be the key link between our customers and technicians. Here’s what you’ll be doing:
- Handle inbound service calls for residential heating, air conditioning, and plumbing.
- Schedule & prioritize service calls, ensuring quick, efficient technician dispatch.
- Confirm service arrival times with customers in a timely and professional manner.
- Collaborate with technicians to make sure they have the info they need to deliver high-quality service.
- Reschedule & reassign service calls to address urgent or high-priority needs.
- Follow up with customers to check in on ongoing work and collect feedback.
- Assist with additional duties as needed.
What We’re Looking For
- Excellent communication skills (both verbal and written)
- A customer-first mindset dedicated to providing stellar service
- Strong organizational skills and a detail-oriented approach
- Ability to foster a positive, team-oriented environment
- Professional phone presence and tech-savvy (computer literacy required)
- A hard-working attitude and desire to succeed
- Professionalism in building strong customer relationships
Essential Job Functions:
- Maintain the service technician schedules and dispatches technicians as service calls are completed
- Schedule technicians return trips with customers to complete jobs after the arrival of parts
- Maintain on-call schedule for service technicians and after-hours service procedures
- Enter service calls, schedule calls, and generates call debriefing with technicians daily
- Maintain customer database, ensuring complete, accurate, and updated entry of information
- Respond to customer inquiries regarding company schedule and requested lead times, equipment service, service invoicing, and general inquiries
- Respond to service technicians requests online and by phone
- Schedule follow-up preventative maintenance service appointments
- Review and complete service work orders for accuracy
- Prepares invoices and timecards for processing
- Participate in all company-sponsored training classes
- Effectively manage conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently
Qualifications:
- Minimum 2 years of experience in related industry dispatch and coordination.
- Geographical knowledge of service area and/or map reading skills.
- Advanced communication and customer service skills.
- Experience in using Microsoft Word and Excel.
- Must be detail oriented, have great follow-up, and can multi-task
- Ability to pass a background check and drug screen.
Experience/Education:
- High School Diploma or equivalent required, associates and college degrees preferred.
Compensation:
- $18 - 22 / Hour Based On Experience + Dispatchers Bonus Program
Benefits:
- Competitive Dental, Vision, and Healthcare Plans
- 401(k) matching
- Short-Term and Long-Term Disability
- Life Insurance
- PTO
- Paid Holidays
- Bonus eligibility
- Employee Assistance Program (EAP)
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
EOE