Customer Support Representative/Dispatcher

Who We Are:
At Cornwall Plumbing & Heating, we know our team is essential to our success!  While we address the needs and concerns of our customers, finding the best solutions for them, we provide the same support to our staff.  This is why we offer competitive compensation, great benefits, and exceptional training.  We help our employees build their knowledge and their careers, so we all can enjoy the people who we work with and a fun work environment.  
What We Offer:

• Competitive pay!
• Medical, Dental & Vision Insurance
• 401(k) with employer match
• Employee Rewards Program
• Paid Vacation (PTO)
• Paid Holidays
• Paid Training & Education
• Year-round work 
• Employee Referral Program + Bonus!

 Responsibilities

• Take all incoming client calls, recognizing that this is where the client will form their first impression of the company.  Good communication with the client is essential!  Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated.  Have a courteous and pleasant demeanor whether on a phone call or not.  Know that courteousness affects other team members’ spirit.
• Ensure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Notify clients ahead of time if the technician/plumber/comfort advisor is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
• Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction.
• Manage the dispatch board to keep field personnel on the move and generating revenue. Make every effort to compress call scheduling effectively and maximize productivity.
• Communicate with the Warehouse Coordinator to help arrange efficient delivery of parts to the technicians. Every effort should be made to keep technicians on the job.
• Debrief technicians after each call and make sure they collected payment and any follow-up with the customer happens timely.
• Logging calls, data entry and other computer work as needed.
• Assist in the cleaning and maintaining of the office, warehouse and grounds.
• Run errands as needed.
• Obey the company Code of Ethics, Team Rules, and Team Philosophy.
• Participate actively in all training exercises, morning meetings and retreats.
• Complete projects or any other tasks as assigned by management. 

Minimum Qualifications:

• High school diploma/GED preferred but not required 
• Must pass background check and drug testing
• Self-starter, reliable, flexibility with hours
• Strong customer service skills
• Strong typing skills, able to talk and type at the same time
• Present and communicate professionally (written and verbal)
• Excellent interpersonal communication skills on a professional and technical level 
• Able to work both independently and as part of a team
• Strong knowledge of Microsoft Excel, Word and Powerpoint
• Must be a critical thinker
• Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within department

• Climbing up and down stairs from time to time
• Standing or walking for extended periods of time, from time to time
• Moderate lifting may be required (15-20 lbs)
• Ability to work more than 40 hours per work week and up to 12 hours per day

At Cornwall Plumbing & Heating we are committed to finding solutions that work for you!  Founded in 2007, Cornwall proudly serves the CT, NY and MA areas with service for plumbing, heating, air conditioning, water systems, propane gas systems, stand-by generators, and more!  Cornwall has the industry experience and passion to approach each job with expertise and care, proving that our customers can count on us time and time again.

We are an equal opportunity employer.

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