Dispatcher and Customer Service Representative

Join the Benjamin Franklin Plumbing Team!

This role is ideal for someone who is positive and enjoys wearing multiple hats and where organization and detail are in their DNA. In this role you will balance booking calls with exceptional customer service and marketing duties. This individual should be self-motivated and able switch gears quickly, book every call, taking on any task in front of them with enthusiasm. If you are a go-getter and thrive in a dynamic growing environment, then this position is for you!

Job Summary:

This position combines customer service and light marketing responsibilities. Key duties include:

• Customer Service: Answering and making calls, scheduling appointments, and ensuring customer satisfaction. Ability to sell on the phone to support customers' needs
• Marketing: Managing and growing the company's social media presence to boost brand visibility and business growth. Use Marketing tools for outreach and promotion.

You will report to the Operations Manager, which will provide structure and guidance, while also offering you the autonomy to manage your role independently.

Key Responsibilities:

• Serve as the first point of contact for customer inquiries, answer incoming calls professionally and with excellent communication skills.
• Notify clients promptly of any changes to appointments, ensuring satisfaction and trust.
• Make outbound calls to proactively manage the schedule and keep it filled.
• Have a sales-like focus, always looking to turn any conversation into an appointment.

• Manage Third Party Lead Generation partners
• Create and execute a yearly social media marketing plan, optimizing strategies for lead generation.
• Coordinate with marketing vendors to maintain relationships and identify new opportunities.

Minimum Requirements:

• Minimum 5 years in customer service role
• ServiceTitan experience preferred
• Dispatching experience preferred
• Marketing and creative design experience preferred

Shift:

- Weekdays, Monday Friday from 9am to 5pm, in office, occasional management of on call phone nights/weekends.

Skills:

• Positive attitude and willingness to serve each customer as if they were a dear friend.
• Strong verbal and telephone communication skills.
• Proficiency with basic computer software (likely scheduling and social media management tools).
• Knowledge of social media platforms such as Instagram, Facebook, and others.
• A self-starter attitude
• Ability to balance multiple duties at once
• Prior customer service experience

What We're Looking for in the Ideal Candidate:

• A customer-focused individual who is friendly, professional, and skilled in managing both marketing and customer service tasks.
• Someone who is self-motivated and enjoys working independently.
• A person who is comfortable with social media management and using it as a tool for business promotion and customer engagement.
• Detail-oriented with the ability to manage schedules, customer expectations, and communications effectively.

To Align with This Role, Emphasize:

• Customer Service Experience: Provide examples of previous customer-facing roles, focusing on your communication, phone etiquette, and problem-solving skills.
• Self-initiative: Share instances where you proactively took ownership of tasks or projects.
• Attention to Detail: Highlight examples of managing schedules and ensuring clients are well-informed and satisfied.

Conclusion:

This job offers a unique opportunity to combine marketing expertise with customer service. The ideal candidate will be proactive, independent, and comfortable handling both social media management and client interactions. Strong communication skills and attention to detail are essential to succeed in this role. Compensation: $20.00 - $26.00 per hour