Call Center Manager - Plumbing and HVAC Office Representative
Jobs
Admin / Office
Buffalo
Position: HVAC and Plumbing Dispatcher
The Plumber Heating & Cooling, a leader in residential HVAC and plumbing service and installation, is currently hiring for the role of Lead Customer Service Representative. As the primary point of contact for field technicians handling service and installation work daily, this position plays a crucial role in ensuring the completion and resolution of all work orders for the residential service, installation, excavation, and new construction division. This includes daily interaction with field employees, departments, and management. The successful candidate will provide timely phone updates to field personnel, monitor and communicate customer needs and deadlines, service calls, and installations, and take appropriate actions to address complaints or questions with a proactive, highly organized, and systematic mindset.
Key Responsibilities:
- Work Order Management: Research and adjust work orders as needed, maintain the customer database with accurate and timely entries, and provide timely updates on field actions.
- Scheduling and Communication: Maintain the scheduling calendar, communicate effectively with field and management regarding customer needs, additional work orders, changes, updates, and identify and expedite emergencies.
- Dispatch Operations: Route and monitor work orders to technicians, produce regular reports for pending and completed work.
- General Tasks: Work actively in our current operating system, "House Call Pro," make additions and adjustments to work orders, field schedules, time/order adjustments, set up and troubleshoot technology issues, assist field staff with timekeeping, purchase order requests, permits, and equipment needs.
Required Skills/Experience:
- Proficiency in Microsoft Office, including Excel.
- Previous customer service and dispatch experience.
- Excellent telephone, organizational, and communication skills.
- High energy, positive attitude, and comfortable working in a team environment.
- Genuine desire to serve internal and external customers and anticipate the needs of company personnel and management.
Preferred Skills/Experience:
- Experience with dispatching software.
- Two years of experience in dispatch operations, customer service, or logistics within the construction, HVAC, and plumbing industry.
- Highly organized and proactive with a demonstrated ability to perform administrative functions in a changing environment.
Join our team and contribute to the success of our HVAC and plumbing services by efficiently coordinating dispatch activities and delivering exceptional customer service in our Western New York office.
Job Type: Full-time
Pay: $25.00 - $28.00 per hour
Expected hours: 40 per week
Benefits: 401(k) matching, dental insurance, flexible spending account, health insurance, life insurance, paid time off, retirement plan, vision insurance
Schedule: 8-hour shift, day shift, Monday to Friday, Overtime
Work Location: In person