Customer Service Dispatcher

Job Description

Job Description

The Drain Doctors is a family-owned business with over 20 years’ experience in plumbing and drainage repair, maintenance and service. We are growing quickly and adding team members who are looking for the opportunity to grow with us, guided by our Company Values: Transparency, Humility, Integrity, Collaboration and Growth Mindset.

We are looking for a collaborative, proactive and creative person to join our team in a newly established Dispatch Role - answering phones, entering customer information, and coordinating and scheduling technicians. This role is the central communication link between customers, technicians, and management.

The ideal candidate will have strong organizational, multitasking, and customer service skills, proficiency in (or strong aptitude for learning) Service Titan dispatch software, and the ability to handle emergencies effectively to ensure efficient workflow and customer satisfaction.

Job Duties

• Answering Phones & Scheduling Service: Receive and prioritize incoming customer service requests and efficiently schedule technicians to keep field personnel on the move and generate revenue.
• Technician Coordination: Assign jobs to technicians based on their location, skill set, and current workload, ensuring optimal route and efficiency. Learn your technician’s likes and dislikes, closing ratios, licenses, communication skills and more to help them be successful.
• Customer Communication: Respond to customer inquiries, schedule appointments, provide updates on technician arrival times, and manage customer complaints or concerns.
• Record Keeping: Help set the field team up for success by taking detailed service call notes, accurately entering work orders, and maintaining customer database in Service Titan dispatching software.
• Emergency Management: Handle urgent service calls, prioritize jobs effectively, and manage technicians during emergencies.
• Liaison: Facilitate communication between customers, sales team (estimators), field technicians, and management to ensure seamless operations.
• Reporting: Understand and help to generate daily and weekly reports for management on key performance indicators and job progress.

Desired Skills & Qualifications

• Organizational Skills: Strong ability to multitask, handle multiple callers, organize and prioritize tasks, and manage a busy schedule efficiently.
• Communication: Excellent verbal and written communication skills for interacting with customers and technicians.
• Software Proficiency: Experience using dispatching and customer relationship management (CRM) software - Service Titan experience preferred.
• Problem-Solving: Ability to calmly and effectively resolve issues, conflicts, and unexpected situations.
• Customer Service: A commitment to providing exceptional customer service and building positive relationships.
• Mechanical Aptitude: A foundational understanding of plumbing and drainage services and terminology will be beneficial for informing customers and understanding and guiding work performed by technicians, training is available.

Job Requirements

• Full-Time
• Shift Availability  Monday through Friday: 8:00 am - 4:30pm
• Compensation: $21-$25 per/hr. (DOE)
• Benefits:  Health/Vision/Dental, Simple IRA, PTO, Sick Leave.