Job Title

Mission Plumbing Heating & Cooling is seeking a Dispatcher/Customer Service Representative to join our Shawnee, Kansas team! The Customer Appointment Specialist creates and organizes service appointments efficiently and assures that all customer commitments are met while providing high-level service and a top-notch customer experience. We are looking for upbeat, empathetic sales-minded appointment setters who have a strong desire to ensure excellent customer experiences and be part of a winning team! As a Dispatcher/Customer Service Representative, your essential responsibilities will include but are not limited to: * Provide top-notch customer service to both internal and external customers. * Take incoming customer calls. * Schedule work for all service lines (HVAC & Plumbing) * Prioritize calls according to urgency and importance (emergency vs non-emergency). * Maintain the dispatch board. * Inform customers of the progress of service operations while ensuring that Technicians operate in a cost-effective fashion. * Ensure Technicians are on route and show up on time. * Verify Technicians have included photos, notes, and adequate detail in work orders. * Daily follow-up on assigned service line. * Administer proposals/quotes in a timely manner (within 24 hours). Work with department manager to ensure more complex quotes are issued on time and accurately. * Courtesy call all residential customers once work is completed to ensure customer satisfaction. Send online review requests after courtesy call is completed and all issues are resolved. * Take part in the Saturday rotation and closing shifts. * Ensure all jobs are closed out accurately and in a timely fashion. Qualifications: * High School Diploma or GED required. Experience in large service operations preferred. * Advanced customer service skills required. * Excellent time management and organization skills. * Proven ability to handle multiple projects and meet deadlines. Must be able to multi-task. * Excellent written and oral communication skills * Strong organizational, problem-solving, and analytical skills * Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. * Strong interpersonal skills. * Ability to deal effectively with a diversity of individuals at all organizational levels. * Good judgement with the ability to make timely and sound decisions. * Creative, flexible, and innovative team player. * Ability to work under high pressure effectively and maintain positive attitude.