Mullen Plumbing Heating & Cooling
Customer Service Dispatch Representative
Mullen Plumbing Heating & Cooling, Charleston, West Virginia, us, 25329
Join Mullen Plumbing, Heating & Cooling as a Customer Service Dispatch Representative in Charleston, WV.
Join a dynamic and passionate team where you'll serve as a key liaison between customers, technicians, and management. In this role, you’ll demonstrate your expertise and attention to detail while ensuring exceptional service delivery, accurate job scheduling, and seamless communication to drive operational success within a fast-paced, service-oriented environment.
Primary responsibilities Include:
Serve as the Subject Matter Expert (SME) and specialized customer point of contact for the assigned division
Answers inbound customer calls and books Jobs for accurate scheduling of appointments to the assigned business unit, with extensive detail in building the ticket and asking the right questions to the customer to ensure a thorough understanding of needs, opportunities and Technician assignments/availability for proper Dispatch
Work with Dispatch, Service and/or Install Managers to understand business needs to develop and fill 3-day Call Board
Follow-up on all Customer Estimates and Parts Ordered jobs to proactively generate leads for the assigned division
Complete Debrief for all Technicians assigned to the business unit at completion of job to review tasks associated with work and ensure Invoice details are accurate, including work performed, parts/materials, fees, accuracy of customer information (including equipment information for registration, if applicable) and ensure collection of payment at the time of service, including credit card information and/or applying payment to customer accounts for proper completion of job to timely close all tickets
Dispatches Technicians for assigned business unit, completes and closes all service and/or tickets and Estimates by Noon each day (from the proceeding business day) and handles all necessary follow-up with Technicians, Manager and/or Warehouse
Responsibility for all customer status notification for booked jobs, including status updates for scheduled appointments, notification of any changes and parts updates to customers
Timely and proactively manages jobs on “hold” to maximize revenue opportunities and satisfy needs of 3-day Call Board
Other Duties and Responsibilities
Answers inbound/outbound calls as needed and/or assigned daily
Serves as the primary liaison between the department and business unit Technicians, and participates in department/division meetings as required or scheduled
Works closely with Customer Service Dispatch Team to assist in covering any gaps in service
Other duties as assigned by Management
Overtime may be required based on business needs
**** ****
Competencies for Success
Minimum of 2–3 years of experience in a dispatch or operator role within a service-based organization
Experience in plumbing, heating, or cooling industries is preferred but not required
Familiarity with dispatch software is a plus
Strong attention to detail is essential
Ability to multi-task effectively in a fast-paced environment
Capable of handling stressful situations with composure
Highly organized with excellent follow-through and time management skills
Strong verbal and written communication abilities
High level of integrity, strong interpersonal skills, and the ability to build and maintain professional relationship
Benefits
Competitive salary.
Paid time off and holidays.
Comprehensive health, dental, and vision insurance.
Retirement savings plan with company match.
Mullen Plumbing is an Equal Opportunity Employer.
Join a dynamic and passionate team where you'll serve as a key liaison between customers, technicians, and management. In this role, you’ll demonstrate your expertise and attention to detail while ensuring exceptional service delivery, accurate job scheduling, and seamless communication to drive operational success within a fast-paced, service-oriented environment.
Primary responsibilities Include:
Serve as the Subject Matter Expert (SME) and specialized customer point of contact for the assigned division
Answers inbound customer calls and books Jobs for accurate scheduling of appointments to the assigned business unit, with extensive detail in building the ticket and asking the right questions to the customer to ensure a thorough understanding of needs, opportunities and Technician assignments/availability for proper Dispatch
Work with Dispatch, Service and/or Install Managers to understand business needs to develop and fill 3-day Call Board
Follow-up on all Customer Estimates and Parts Ordered jobs to proactively generate leads for the assigned division
Complete Debrief for all Technicians assigned to the business unit at completion of job to review tasks associated with work and ensure Invoice details are accurate, including work performed, parts/materials, fees, accuracy of customer information (including equipment information for registration, if applicable) and ensure collection of payment at the time of service, including credit card information and/or applying payment to customer accounts for proper completion of job to timely close all tickets
Dispatches Technicians for assigned business unit, completes and closes all service and/or tickets and Estimates by Noon each day (from the proceeding business day) and handles all necessary follow-up with Technicians, Manager and/or Warehouse
Responsibility for all customer status notification for booked jobs, including status updates for scheduled appointments, notification of any changes and parts updates to customers
Timely and proactively manages jobs on “hold” to maximize revenue opportunities and satisfy needs of 3-day Call Board
Other Duties and Responsibilities
Answers inbound/outbound calls as needed and/or assigned daily
Serves as the primary liaison between the department and business unit Technicians, and participates in department/division meetings as required or scheduled
Works closely with Customer Service Dispatch Team to assist in covering any gaps in service
Other duties as assigned by Management
Overtime may be required based on business needs
**** ****
Competencies for Success
Minimum of 2–3 years of experience in a dispatch or operator role within a service-based organization
Experience in plumbing, heating, or cooling industries is preferred but not required
Familiarity with dispatch software is a plus
Strong attention to detail is essential
Ability to multi-task effectively in a fast-paced environment
Capable of handling stressful situations with composure
Highly organized with excellent follow-through and time management skills
Strong verbal and written communication abilities
High level of integrity, strong interpersonal skills, and the ability to build and maintain professional relationship
Benefits
Competitive salary.
Paid time off and holidays.
Comprehensive health, dental, and vision insurance.
Retirement savings plan with company match.
Mullen Plumbing is an Equal Opportunity Employer.