ABOUT ALL PRO PLUMBING NORTHWEST
Since 2004, we have been proudly serving residential and commercial clients in the Puget Sound area. Family-owned and operated, we specialize in handling everything from hot water tanks to toilet repairs. Thanks to our experienced and talented team, we can tackle any plumbing problem that comes our way! No job is too difficult for us, and we take great pride in the great reputation we have built!

We strongly believe and demonstrate that our employees are the key to our continued success. That is why we provide them with a tight-knit work environment, excellent benefits, and competitive pay! With us, everyone is valued, and talents are always celebrated! We hope you'll join us!

Position Overview

The Customer Service Representative/Dispatcher (CSR) is responsible for ensuring each customer’s experience begins in a positive and supportive manner and establishes the foundation for successful customer experiences. As CSR/Dispatcher, you are expected to perform effectively in an environment where priorities can change, learning on the job is never-ending and task completion is constantly interrupted.
As CSR, you are responsible for staying aware of the company’s offerings and how best to interact with each caller to ensure the customer’s needs are met. As Dispatcher, you are the bridge between the technician in the field and the customer in the home. This role is key to establishing the foundation for a successful customer experience. The Dispatcher is responsible for staying aware of technician competencies, geographic dynamics and how best to interact with each technician to ensure the customer’s needs are met.
This position reports to the Customer Service Manager and partners with the appropriate key stakeholders.
Key stakeholders include the customer service manager, other CSRs, leadership team, technicians, prospective customers and clients.

Role's Key Accountabilities

30% Take and manage all types of calls from prospective customers and clients in a manner that results in a booking and customer satisfaction.

Follow customer call steps.
Meet or exceed an 85% call-to-booking ratio.
Follow through on all Internet leads and internal requests.
Consistently be first in line to answer incoming phones.

Skills: Customer-focus, problem-solving, follow-through, communication, business acumen

25% Dispatch all types of calls in a manner that results in the highest technician productivity and customer satisfaction.

Develop a clear understanding of each technician’s strengths and weaknesses.
Rout technicians based on their abilities and competencies and geographic location.
Know local and regional areas and be able to read a map accurately for estimating windshield time.
Utilize vehicle tracking software to maximize efficiency
Prioritize calls per company policy and guidelines.

Skills: Integrative ability, customer-focus, problem-solving, follow-through, communication, business acumen, conflict management, teamwork.

15% Consistently contact each customer prior to dispatching the technician and follow through on required communications and debriefings.

Stay aware of dispatch flow and call schedule board conflicts.
Brief and debrief (per defined debriefing steps) all calls per mission control and company guidelines.
Communicate call status to other employees and managers as necessary (CSRs and technicians).
Send Pulse M Bios and Pulse checks at appropriate times

Skills: Concrete organization, customer-focus, communication, integrative ability, attention to detail, follow-through

10% Effectively maintain a full call schedule board of appointments (optimize resources) for sales, service and install.

Stay aware of dispatch flow and call schedule board conflicts.
Proactively schedule appointments to maximize daily productivity.
Maintain recurring service visit schedules.

Skills: Concrete organization, Integrative ability, attention to detail, follow-through

10% Proactively record and maintain call records, document customer communications and provide follow-through tasks in a manner that ensures operational success and customer satisfaction.

Record all customer communications in customer’s job history/account.
Record all unhappy customer comments and provide awareness to upper management of the issue and root cause evaluation.
Send out estimates, customer concern and other follow-up communications to customers.
Send thank you cards to customer after each service job.
Perform “memorable calls” from prior day service.
Complete customer reactivation and anniversary letters.
Proactively conduct general filing as needed.

Skills: Communication, initiative, writing skills, follow-through, attention-to-detail, problem-solving
10% Stay aware of and understand all products and services offered, equipment and other roles (Operations, Marketing and Advertising) within All Pro Plumbing.

Benefits for Full Time Positions

Paid time off (PTO), bonuses, 401k with company match , and a Medical, Dental, and Vision coverage for employees, spouses, and dependents. Additionally, we offer this position a fully stocked truck that you can take home and company-provided tools.

Compensation
Highly competitive based on experience.

Job Location
Everett, WA 98208, USA

READY TO JOIN OUR TEAM?
We understand your time is valuable. We also want to ensure your success. So we have an easy application process. If you are ready to get your weekends back and be valued for your hard work, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you! We guarantee a response.

Register with HR Partner