Customer Service Representative and Dispatcher

Job details Salary $17 - $19 an hour Job Type Full-time Full Job Description At Mr. Rooter Plumbing, there is long-term potential for achievement-driven people from any industry!
Are you a courteous professional who desires to be a part of a close-knit team where your work helps make a positive difference in customers’ lives? You can set the first impression on our customers, and provide an exceptional customer experience like this one:

First class service; first class people! Called with a kitchen sink drain problem and was greeted on the phone by a friendly, helpful, professional voice. Within an hour, the technician was at our home and went to work! (Google Review)

Throughout the Portland & Vancouver metro area, we serve customers who encounter plumbing and drain issues. Every individual on our team, both in the office and the field, plays an integral role in restoring the quality of life for our customers. Our company is on a tremendous growth trajectory, so if you can deliver outstanding service to our expanding list of customers in need, there is a rewarding, long-term career awaiting you.
What Mr. Rooter Plumbing expects of Customer Loyalty Specialists
The role of the Customer Loyalty Specialist is to provide a professional, enthusiastic voice at the initial contact when customers call for service. We are looking for ambitious individuals who can expertly educate potential customers on the value of doing business with Mr. Rooter Plumbing. Every member of our Customer Loyalty Team started in this role with zero industry background. We love coaching people and quickly developing them into high-performing specialists.

Primary responsibilities include:

• Focus on building customer loyalty and referrals while striving to achieve a 90% service call capture rate. Follow procedures in documenting any service issue, customer complaint or compliment.
• Strategically dispatch calls to technicians while planning and rescheduling jobs to meet customer needs.
• Enter accurate job information into our database, while providing effective, prompt communication to customers and technicians to ensure maximum efficiency in the field of operations.
• Monitor technician locations via GPS dashboard for optimal productivity. Provide consistent assignment of service calls and timely communication with technicians regarding status.

The ideal candidate will exemplify these attributes and experiences:

• Authentically provide a calm and empathetic voice to customers in duress. We respond to people in stressful situations, and our goal is to restore their lives to normal.
• Effectively organize service calls when dispatching technicians. We value a determined puzzle solver, who relishes the opportunity to quickly evaluate situations and direct the team based on good judgment.
• Bring a positive attitude and look forward to working alongside a great team while staying busy. Can handle multi-tasking and stay focused in a fast-paced work environment.
• Strive to enhance contributions to the team and deliver on key performance metrics. We are motivated to help you grow and perform at your highest potential. Show a willingness to engage and be challenged.

How Mr. Rooter Plumbing will support a Customer Loyalty Specialist
The Customer Loyalty Specialist will join an amazing team where camaraderie is at the forefront. You can expect to be supported by a manager with 15+ years of experience and surrounded by a wealth of knowledge throughout the team. They are excited to coach new team members and help you grow into a role where you will consistently leave a lasting impact on our loyal customer base.

• Enjoy working at a comfortable workplace, where we continue to invest & upgrade. Our office is in a great location – right off I-205 in the heart of Gladstone, OR!
• Every member of our Customer Loyalty Team has their own workspace where they are set up with a stand-sit desk and dual monitors to utilize our integrated user-friendly software.
• Mr. Rooter is an outstanding long-term destination for employees. We serve a population of 2.5 million people, which is one of the largest franchises in the nation. We have excelled in customer service and maintained a 4.8-star rating over 1,000 customer Google reviews. Customers love us and continue to choose us as their #1 Plumber!

Total compensation and benefits include:

• $17-$19 / Hour.
• Paid time off for sick time and vacation.
• Paid holidays.
• Substantial employer contribution to medical and dental insurance.
• 401K with employer match.

No industry experience is needed at Mr. Rooter Plumbing, submit an application and you are one step closer to a new, successful long-term career!

Notice

Mr. Rooter LLC is the franchisor of the Mr. Rooter® franchised system. Each Mr. Rooter® franchised location is independently-owned and operated by an independent franchisee performing services. As a service to its independent franchisees, Mr. Rooter LLC lists employment opportunities available throughout the franchised network so those employment opportunities may be conveniently found by interested parties at one central location for brand management purposes only. Mr. Rooter LLC is NOT the employer seeking help. The only employer is the independent franchisee who has listed its available positions on this website.

• Acknowledgement

I acknowledge that each independent Mr. Rooter® franchisee hires and determines the terms and conditions of employment for its own employees. Any employment benefits, compensation and employment practices vary by location. Neither Mr. Rooter LLC (“Franchisor”) nor its affiliates have the power to: (1) hire, fire or modify the employment condition of franchisee’s employees; (2) supervise and control franchisee’s employee work schedule or conditions of employment; (3) determine the rate and method of payment; or (4) accept, review or maintain franchisee employment records. Mr. Rooter LLC is NOT the employer and/or joint employer for: (i) any of the job opportunities listed on this website; (ii) any of the independent franchisees; and, (iii) any of the employees of the independent franchisees.