Shalonda L.

As a Plumbing Dispatcher, you answer calls, book appointments, and coordinate work with service experts. You do this using our software called Service Titan. You find ways to help others between calls by assisting with admin tasks, working on social media platforms, and helping new hires. As needed, you also get to help manage other remote CSRs and perform follow-ups through calls and emails. * Evaluate customer calls and assign the best technician to each service appointment * Relay accurate information to technicians, ensuing proficient, quality customer experiences * Manage the whereabouts and needs of every technician in the field * Update customers throughout the day on the technician's progress * Maintain accurate customer information in our database * Record the results of each service call and create report summaries for senior management * Meet daily revenue goals by prioritizing the calls properly * Be professional and establish customer rapport, encouraging repeat business * Respond to customer requests, resolving issues and promoting the brand * Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders

Excellent communication skills both verbal and written * Experience with dispatching and routing for a group of drivers (Amazon experience a plus) * Great organizational skills, and able to prioritize and delegate tasks and responsibilities effectively * Great interpersonal skills to interact with internal and external partners and associates * Experience in upholding performance and quality standards * Ability to effectively manage inventory of company equipment * Ability to build and maintain a supportive team environment. Maintain contact with drivers throughout their shifts and address any routing issues they might have * Monitor road conditions, construction zones, and accidents in order to revise routes as needed * Update customers on the status of their deliveries including any delays that occur * Answer calls from delivery drivers and relay any emergencies they have to the appropriate channels * Other duties as requested

Dispatches drivers using information of customer needs, driver's locations and loads, and daily factors to balance cost and efficiency * Works with Routing and Logistics Engineers, Route Managers, and Drivers to optimize routes * Assists Route Manager in determining daily level of driver staffing to service our customer needs efficiently * Assigns routes and service tickets to appropriate Drivers throughout the day and for the next day * Handles incoming calls and e-mails from Operations, Customer Service and Sales department * Initiates outbound calls to customers while drivers are on-site, resolving pick-up and other issues. Uses close loop communication process to inform internal and external customers of root cause and resolution. * Proactively troubleshoots and resolves potential delivery and service issues before they result in service interruptions * Communicates with maintenance shop personnel and serves as an emergency point of contact for mechanical downtime, down wires, and other issues * May be asked to lead morning huddle meetings * May be asked to train new employees

Examine documents, materials, or products and monitor work processes to assess completeness, accuracy, and conformance to standards and specifications. Confer with establishment personnel, vendors, or customers to coordinate production or shipping activities and to resolve complaints or eliminate delays. Arrange for delivery, assembly, or distribution of supplies or parts to expedite flow of materials and meet production schedules. Contact suppliers to verify shipment details. Maintain files, such as maintenance records, bills of lading, or cost reports. Operation standup lift; electric, and manual pallet jack. Compile and prepare documentation related to production sequences, transportation, personnel schedules, or purchase, maintenance, or repair orders. Provide documentation and information to account for delays, difficulties, or changes to cost estimates.

Page individuals to inform them of telephone calls, using paging or interoffice communication equipment. Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail. Contact security staff members when necessary, using radio-telephones. Record messages, suggesting rewording for clarity or conciseness. Stamp messages with time and date and file them appropriately. Relay or route written or verbal messages.

Bathing - Mobility - Transferring & Positioning - Incontinence Care - Medication Reminders - Oral Hygiene - Special Diet/Meal Preparation - Feeding - Toileting