Plumbing Dispatcher/Service Co-ordinator

Full-time, Permanent

Rhyno’s merged with Langille’s Plumbing & Heating in April 2020 to better serve the south shore & surrounding communities. Rhyno’s has a successful 45-year track-record in Heating, Ventilation, Air- conditioning and Refrigeration. More recently, we’ve added Plumbing and Sheet Metal fabrication to better serve our growing list of commercial, residential, industrial, and marine customers.

Rhyno’s focus is to deliver high quality customer service to our residential and commercial customers across our region. From one day installations to multi-phase construction projects, our experienced team is dedicated to ensuring every solution matches our customer needs.

Rhyno’s is looking for a full-time Plumbing Dispatcher/Service Co-ordinator to join our team! The Plumbing Dispatcher/Service Co-ordinator will be responsible to respond to emergency and non-emergency calls for help and information while prioritizing and recognizing emergency requests. It will be essential to manage manpower to ensure the proper skillset is dispatched to the appropriate locations to ensure resolution and customer satisfaction. The Plumbing Dispatcher/Service Co-ordinator is a key Customer Service Representative for the company and is expected to deliver a superior Customer Experience.

This is an excellent career opportunity for a very personable and energetic person who has the temperament to diplomatically deal with both customers and internal team members in getting the job done. Prior experience in the plumbing field would be an asset.

Responsibilities

Take incoming customer calls, create work orders and triage to the appropriate technicians while maintaining the plumbing schedule.
Establish customer rapport, encouraging repeat business and promoting the brand while provide a high level of customer service.
Relay accurate information to technicians to ensure customer’s issues are met and that they receive a quality customer experience.
Debrief with technicians after completion of calls to determine action for follow-up.
Respond to all service requests from after-hours calls.
Forecast workload for 2-3 days out.
Keep customers updated on all pending and recommended work.
Maintain technician on-call schedule.
Ensuring customer files in database are updated and accurate.
Other duties as assigned.

Schedule

7:30am-4:30pm, Monday-Friday

Work remotely

Why work with us?

Collaborative work environment
Competitive pay
Comprehensive health plan (after 3-months)
Group RRSP

COVID-19 considerations:

All employees required to wear face-masks in common areas & when 6ft distance isn't possible. Hand sanitizer and disinfecting wipes provided.

Skills & Qualifications

1+ year(s) related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience (preferred)
Prior experience and knowledge of plumbing industry strongly preferred
Advanced customer service skills
Ability to work independently and be a self-starter
Effective listening skills as well as a high level of written & verbal communications skills
Excellent interpersonal, stress management, time management & decision-making skills
Ability to prioritize, multi-task and have effective organizational skills
Attention to detail and high level of accuracy
Must be able to solve problems and have an attention for being solutions focused
IT competent; good typist and proficient with phone systems
Highly motivated, flexible and positive attitude
Possess cultural awareness and sensitivity
A personality that blends well with a fast-paced, goal-driven environment