Plumbing Dispatcher/Office Administrator

2 weeks ago

Toronto ON ME J, Canada Bradshaw Plumbing Heating & Renovations Full time

A plumbing service dispatcher is responsible for coordinating plumbing service calls, scheduling technicians efficiently, communicating with customers, and ensuring smooth daily operations. This role is vital for managing workflow, prioritizing urgent needs, and maintaining customer satisfaction.

Key Responsibilities

  • Scheduling and Dispatching: Receive incoming service requests (via phone/email) and dispatch the appropriate plumbing technicians based on availability, skill set, and location.
  • Prioritization: Assess and prioritize calls according to urgency, especially for emergency situations, and coordinate after-hours coverage as needed.
  • Communication Hub: Serve as the primary point of contact between customers, field staff, and management, providing updates, confirming appointments, and managing expectations.
  • Documentation and Record Keeping: Accurately set up customer accounts, enter data into dispatching software, and maintain logs and records of calls, activities, and completed work orders.
  • Workflow Management: Monitor the route and status of technicians to optimize schedules and balance workloads, maximizing efficiency and response times.
  • Administrative Support: May assist with light invoicing duties, reconciling technician timesheets and work orders, and coordinating with suppliers for parts and materials.
  • Problem-Solving: Proactively address problems or conflicts that arise with professionalism and sound judgment to ensure high customer satisfaction.

Required Skills and Qualifications

  • Experience: A minimum of 1-2 years of experience in dispatching, coordination, or customer service, preferably within the HVAC, plumbing, or construction industry.
  • Technical Proficiency: Comfort with Google Calendar , GPS tracking, and standard computer programs (Microsoft Office).
  • Communication Skills: Excellent verbal and written communication skills, an active listening ability, and a professional phone manner are essential.
  • Organizational Abilities: Strong multitasking, time management, and organizational skills to manage a fast-paced environment and high call volumes.
  • Soft Skills: The ability to remain calm under pressure, critical thinking, problem-solving skills, and a customer-first attitude are highly valued.
  • Knowledge Base: Familiarity with basic plumbing or trade terminology is often an asset to better understand service requests.
  • Process Payments over Payments systems, Accounts Receivable, Manage Truck Vehicle Inspection Reports

Job Type: Full-time

Pay: $55,000.00-$60,000.00 per year

Benefits:

  • Casual dress
  • Dental care
  • Extended health care
  • Paid time off
  • Vision care

Work Location: In person

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