**Coordinates service calls by scheduling technicians, managing customer requests, and maintaining efficient workflow through effective communication. Key duties include prioritizing urgent jobs, optimizing routes, and keeping detailed records of work orders. Strong organizational, communication, and problem-solving skills related to the plumbing industry.

**Report to: CFO

**

**Support: Owner & Service Manager

**Core responsibilities

• **Schedule and dispatch:

  ** Create and manage daily schedules for plumbers, dispatching the most suitable technician for each job based on their skills and location.

• **Customer service:

  ** Answer customer inquiries, relay information between customers and technicians, and ensure a high level of customer satisfaction through clear and courteous communication.

• **Prioritize urgent requests:

  ** Handle emergency service calls and react quickly to unexpected situations, such as a technician calling in sick, to minimize disruption.

• **Data and record management:

  ** Maintain accurate and timely records of all appointments, work orders, and customer interactions in the company's database.

• **Communication and coordination:

  ** Act as the central point of contact for technicians in the field, keeping them informed of their schedule and any changes.

• **Problem-solving:

  ** Address issues that arise, such as scheduling conflicts or customer complaints, and find timely solutions. 

**Key skills and qualifications

**

• **Communication:

  ** Excellent verbal and written communication skills to effectively interact with customers, technicians, and other staff.

• **Organization and multitasking:

  ** The ability to manage multiple tasks, calls, and priorities in a fast-paced environment.

• **Problem-solving:

  ** Resourcefulness and adaptability to handle unexpected challenges calmly and efficiently.

• **Attention to detail:

  ** Accuracy is crucial for scheduling and record-keeping to avoid errors that can lead to lost revenue and customer dissatisfaction.

• **Technical proficiency:

  ** Familiarity with dispatch and scheduling software is often required. Basic computer skills are also necessary. Service Titan experience preferred. MS Office knowledge desired.

• **Customer service:

  ** A professional and courteous demeanor, with patience and the ability to handle high-pressure situations.