Dispatcher and customer service

The job

You are the first voice customers hear. You answer the phone and the website requests, find out what is wrong, ask for photos, give the price range from our price list, and book the visit. Then you build each plumber’s route, so the day fits their area, their van stock, and the urgent calls that come in after 8:00. A burst pipe or a sewage backup goes ahead of a dripping tap: you decide the order and tell the customers whose visits move.

A normal day

You start at 7:00 by reading the night’s messages and the on-call log. The phone is busiest in the morning; you book visits into the scheduling tool and text customers the plumber’s name and arrival window. In the afternoon you confirm tomorrow’s visits, send the routes to the plumbers by 15:00, and follow up on quotes the estimator has sent. One week in six you carry the on-call phone from home in the evenings and at weekends: you answer, decide whether it is an emergency, and send the on-call plumber.

What you need

• One year on a phone line, front desk, or dispatch desk
• A calm, clear manner on the phone, including with upset customers
• Comfort with a scheduling tool and a map
• A background check, because you see customer addresses and access notes
• On-call answering from home, one week in six

What we provide

• Pay every Friday, plus an on-call payment for your week and the hourly rate for every call you take
• A part-time option: five mornings a week, 7:00–12:00, with the same on-call share
• A headset, a laptop, and a phone for on-call weeks
• Two weeks of training beside our lead dispatcher
• A paid trial day on the phones

The trial day is one paid day with one of our leads, on real calls. At the end you both say whether it is a fit; if it is, you start the following week.