Dispatch Position

Join our family and come work, play and live in the beautiful Colorado Rockies!

Whether you enjoy skiing, snowmobiling, fishing or hiking, Grand County is your opportunity for adventure.

Grand Lake Plumbing & Heating Company is a family-owned company that has been in continuous operation for over 100 years! We’ve been serving the plumbing and heating needs of Grand County since Gus Spitzmiller, a traveling plumber, homesteaded in the Grand Lake area around 1906.

His son, Gordon Spitzmiller, carried on the business upon Gus’s retirement. Frank Appelhans came to work for Gordon in 1973. Frank took over sole ownership upon Gordon’s passing in 1990. Travis and Melissa Appelhans continue to carry on the Grand Lake Plumbing & Heating tradition.

Today, Grand Lake Plumbing & Heating is a leader in the community offering: plumbing and heating services, water treatment, well water systems and drain services. Our passion is caring for our community, team members and clients.

We are proud to have been voted best plumbing company in Grand County for over 10 years.

Benefits

Competitive salary
Ongoing training programs
Up to 4 weeks paid vacation and 6 additional public holidays off a year
Employer Matching 401K Plan
Health Insurance
Optional Dental Insurance
AFLAC
Life Insurance
Paid company uniforms
Housing options available

Essential Duties and Responsibilities include the following. Other duties may be assigned:

As a dispatcher, you will work as part of a dynamic and passionate team to ensure department goals are met. You will match the right technician to every job, helping achieve the company’s financial goals.

The essential functions of the Dispatcher are to organize, prioritize and equally divide the incoming customer service requests to available technicians. May handle service calls from customers. Utilizes customer service training to educate and assist customers in choosing services and products. Follow company training to ensure prompt and accurate dispatch of incoming calls. Specifics include the following:

Maintain complete control over scheduling service calls and monitor technicians’ performances.
Monitor the job board constantly to locate and assign the most efficient use of technicians.
Understanding the skill levels of the technicians and the needs of customers are key for effectiveness.
Schedule customers based on their individual needs by determining urgency of repair (or priority) and their individual schedules.
Develop contingency plans for busy times.
Keep customer informed by notifying customer’s of delays\rescheduling in a timely fashion.
Provide customer amazement by establishing rapport with customers and your teammates to meet customers’ needs and exceed their expectations.
Communicate not only name and address of service calls, but also any special instructions, to technicians.
Record and ensure accurate dispatch information by restating and confirming customer data to maximize technician efficiency.
Understand and promote department goals including but not limited to calls ran, conversion rate, average sale, total revenue, sold hours, and SPP memberships and system checks sold.
Understand the technician incentive programs and ensures fair and equitable distribution.
Promote company by suggesting other services your company can provide and offering special promotions.
Work alongside the CSR and Service Manager to ensure overall success of the business.
As jobs are completed, assure records are complete and technicians followed process. Verify all jobs have been completed, follow-up or reschedued.
Maintain coaching and tracking tools and huddle figures daily.
Determine the weekly on-call schedule for technicians.
Adhere to the company’s plan for resolving customer complaints quickly and favorably.
Identify and provide solutions and feedback for continued department growth and efficiency.

Supervisory Responsibilities

None

Company Expectations

Be dependable, punctual and arrive at work with a positive attitude.
Celebrate and share both you and your teams successes!
Arrive each day with a clean and professional appearance and be ready to work.
Take responsibility appropriate for the position and the pay.
Resolve safety, quality or employee concerns in a timely manner.
Be accountable to your position and the results from your work.
Complete work in time allotted or timely communicate the reasons work cannot be completed in the time frame allotted as well as the time and resource required to complete the work.
Do not smoke on the customer’s property or inside the office/garage.
Invest in yourself and your education.
Respect our customer’s homes and their environments.
Give great customer service.
Communicate with your peers, supervisor and management.
Being flexible and understand schedule changes due to customer needs, emergencies or staffing needs.
Follow the Code of Ethics.

Qualifications

To perform this job successfully, the individual must be able to complete all areas outlined for this position in a satisfactory manner. Developing a strong working relationship with co-workers, installers and service technicians is required to get the job done correctly and in the best interest of our customers. Listed below is a representation of knowledge, skills, and/or abilities necessary to meet the minimum job requirements.

Ability to build trust, demonstrate empathy, and diffuse conflict.
Engaging personality that blends well with a fast-paced, goal-driven environment.
An individual contributor who also loves to work with a team.
Highly motivated, positive, flexible and great attitude on life.
Quick, sound decision-making abilities.
Strong verbal and written communications.
IT competent; good typist and proficient with phone systems.
Must have pleasant demeanor and be able to demonstrate great customer service skills.
Ability to inspire and lead others to attain company goals.
Detail oriented and highly organized with exceptional follow-through abilities.
Must be consistent, accurate and reliable.
Passionate about Grand Lake Plumbing and Heating and believe in company goals!

Education and/or Experience

Required: A high school diploma or equivalent with college level coursework desired.
Experience with Microsoft Office programs such as Excel and Word are preferred.
Experience in the service industry preferred.

Language Skills
Must be able to read and write English well enough to read and review invoices, policies and procedures. Must be able to communicate professionally with clear and legible writing.

Mathematical Skills
Must be able to successfully complete a mathematical aptitude evaluation, and read simple spreadsheets.

Reasoning Ability
Must be capable of applying sound business judgment to all decisions.

Certificates, Licenses, & Registrations

High School Diploma or equivalent required.
Must have and maintain a valid driver’s license.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly requires sitting for prolonged periods of time. Walking, bending and lifting may be required.

The employee must have a full range of body movements including the use of hands feet and fingers to handle or feel objects, use tools and equipment, and must be capable of bending, reaching, and crouching.

Must have command of all five senses sight, hearing, touch, smell and taste. Specific vision abilities required include close vision, depth perception, and the ability to adjust and focus. Must hear and speak well enough to conduct business over the telephone or face to face.

Must be able to lift up to 30 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical place of employment will be at 12208 US Highway 34, Grand Lake, Colorado. The area covered is rural and you will encounter winter driving conditions on mountain roads and passes. On occasion, you will be required to report to work in other areas of the region. If an overnight stay is required in a location other than Grand Lake, expenses will be covered by the company.

This position may require working outside of the office either indoors and outdoors in various climate conditions ranging from very cold with snow to dry summer conditions. This includes attics, crawl spaces, and confined locations. The employee may be called upon to work in customer or service production environments on an as-needed basis. The noise level in the work environment is typically moderate.

Typical work week is eight (8) to ten (10) hour workdays, five (5) days per week, but is subject to change based on the needs of the Company.