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.