Do you excel in and enjoy customer service? Do you have a passion for supporting company culture? If so, we want to hear from you!
Wade Roberts Plumbing Ltd is seeking a Dispatcher / Client Care Representative to join our team. As a part of the Customer Service Team, you will represent Wade Roberts Plumbing Ltd as the first point of contact, responsible for:
- providing excellent customer service
- managing schedules
- booking service requests
- dispatching technicians
- invoicing
- responding to customer questions and concerns
- following up to ensure a 5-star service experience
Just as important, you will support our team in maintaining a positive culture, proactive mindset, and a focus on personal service.
Your Skills and Competencies
- 2-5+ years of relevant experience in a similar role
- Understanding of the trades industry
- Basic computer skills required, proficiency with Microsoft Office Suite
- Can manage multiple phone lines with ease
- You can input data with accuracy
Your Attributes
- You are a positive, proactive, upbeat person who enjoys helping people
- You take initiative in, and are creative towards, company culture
- You are driven to provide the highest level of customer service
- You have excellent time management and organizational skills
- You are an effective and creative communicator
- You are a team builder who contributes towards a rich and rewarding company culture
- You calmly & effectively manage a variety of situations on a day-to-day basis
- You build trust, diffuse conflict, and hold others accountable in a respectful manner
- You maintain a positive attitude, pleasant telephone demeanour
- You learn quickly and adapt to a fast paced, growing environment
- You are a motivated team player who can also work independently
- You are highly organized with exceptional follow-through
- You are detail-oriented
Day to Day Job Requirements and Responsibilities
- Receive incoming calls, emails, and online booking requests
- Provide friendly and professional customer service and establish customer rapport
- Respond to customer requests, prioritize emergencies and work to resolve any issues
- Evaluate & assign the appropriate technician to each appointment
- Update customers throughout the day on the technician’s progress as required
- Schedule appointments on Service Titan software system and relay accurate information with technicians in the field
- Manage the company calendar, on-call rotation, and appointments for all staff
- Process work orders
- Manage pre- and post-project documents
- Invoice clients on job completion
- Receive and record payments
- Conduct quality assurance follow ups with clients
- Track customer referrals
- Build out subcontractor jobs
- Manage a database
- Coordinate with our calling service
- Participate in company marketing efforts
- Communicate our services to customers
- Participate in regular office meetings
- Be a leader in, and promote, our strong company culture with our employees
Job Educational Requirements
- Minimum two years administration experience
- Strong written and verbal communication skills
- Strong data entry accuracy
- IT knowledge, including Microsoft Office
- Proficiency with office phone systems Ability to transfer information into action
- Strong communication skills, both oral and written
- Strong problem-solving skills
Preferential
- Certificate or Diploma in office administration or an equivalent combination of training and practical experience
- Experience with dispatch software (Service Titan)
- Plumbing or Trades office experience
- Ability to learn quickly
Job Demands
- Multitasking in a dynamic environment
- The ability to work well in a team environment
- The ability to problem solve through root cause analysis and implementation of sustainable solutions
- Strong problem solving/communication skills
- Strong coordination skills; team leadership
- Strong customer orientation
- Demonstration of corporate citizenship and social responsibility
- Demonstration of support for innovation and organizational change
If this is you and you want to be part of this great team, we definitely want to hear from you!
We thank all applicants for their interest; however, only short-listed candidates will be contacted.
About Wade Roberts Plumbing Ltd.
Wade Roberts Plumbing Ltd is one of Victoria’s leaders in plumbing and gas service with over 17 years of experience serving the Greater Victoria area. We respond 24/7 to emergencies impacting our residential and commercial clients and are a trusted name in the field of plumbing and gas-fitting maintenance, service, and repair. We are known for putting clients first and exceeding expectations. We are a family owned and operated business with an amazing team of people who stand out in the crowd through our commitment to excellence in service and training. Further information about WRP can be found at waderobertsplumbing.com
Why work with us?
Every day we work with a positive team of people who truly support each other; where we feel safe, heard, and valued and a part of something greater than ourselves. The team culture is strong here, so if you have a passion for excellence, a desire to serve and grow, and a heart to give back, you will fit in just GREAT! We offer competitive wages, great benefits, fantastic training and top of the line support software.
We also enjoy quarterly company events, monthly pizza lunches and fantastic team opportunities to give back to our city to support the most vulnerable. At Wade Roberts Plumbing every day you go to work with a purpose knowing that 10% of our company profits go to local Charities, supporting those in need, and also towards clean water projects around the world.
Job Type: Full-time
Start date: May 2022
Schedule:
- 8 hour shifts Monday - Friday
Job Types: Full-time, Permanent
Salary: $19.00-$24.00 per hour
Additional pay:
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care
- Wellness program
Schedule:
- 8 hour shift
- Monday to Friday
COVID-19 considerations:
Covid precautions are implemented through company policy.
Education:
- Secondary School (required)
Experience:
- customer service: 2 years (required)
