Dispatcher​/CSR

Position: Dispatcher / CSR
Mission Plumbing Heating & Cooling is seeking a Dispatcher/Customer Service Representative to join our Shawnee, Kansas team!

The Customer Appointment Specialist creates and organizes service appointments efficiently and assures that all customer commitments are met while providing high-level service and a top-notch customer experience. We are looking for upbeat, empathetic sales-minded appointment setters who have a strong desire to ensure excellent customer experiences and be part of a winning team!

As a Dispatcher/Customer Service Representative, your essential responsibilities will include but are not limited to:

* Provide top-notch customer service to both internal and external customers.

* Take incoming customer calls.

* Schedule work for all service lines (HVAC & Plumbing)

* Prioritize calls according to urgency and importance (emergency vs non-emergency).

* Maintain the dispatch board.

* Inform customers of the progress of service operations while ensuring that Technicians operate in a cost-effective fashion.

* Ensure Technicians are on route and show up on time.

* Verify Technicians have included photos, notes, and adequate detail in work orders.

* Daily follow-up on assigned service line.

* Administer proposals/quotes in a timely manner (within 24 hours). Work with department manager to ensure more complex quotes are issued on time and accurately.

* Courtesy call all residential customers once work is completed to ensure customer satisfaction. Send online review requests after courtesy call is completed and all issues are resolved.

* Take part in the Saturday rotation and closing shifts.

* Ensure all jobs are closed out accurately and in a timely fashion.

Qualifications:

* High School Diploma or GED required. Experience in large service operations preferred.

* Advanced customer service skills required.

* Excellent time management and organization skills.

* Proven ability to handle multiple projects and meet deadlines. Must be able to multi-task.

* Excellent written and oral communication skills

* Strong organizational, problem-solving, and analytical skills

* Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

* Strong interpersonal skills.

* Ability to deal effectively with a diversity of individuals at all organizational levels.

* Good judgement with the ability to make timely and sound decisions.

* Creative, flexible, and innovative team player.

* Ability to work under high pressure effectively and maintain positive attitude.