CSR/Dispatcher/Permits

[Tiffy76]

Hi!! We are looking for insight on how others split the roles of CSR/Dispatcher.

We are an Plumbing Company that is growing. Looking for ideas / thoughts on having one person as CSR/Dispatcher/Permits, or having one person as a CSR/Permits and one person as dispatcher? 

We have 2 people in the office on phones; 3 plumbing trucks, What are your ideas / thoughts please include in your response how many trucks / staff your company has. 

[Mike8369 · Accepted solution]

We have 10 service trucks between plumbing and HVAC and have one dispatcher and two CSRs. 

[Frankm · Accepted solution]

As long as you have the right person, they can do CSR/DISPATCH and early in morning send emails to do permitting

[gotobrandi · Accepted solution]

I think your set up makes sense. I do agree with cross training for when people are out sick or when you get busy. Plus teamwork amongst a CSR and dispatcher is key. As you grow those 2 will be able to handle the increase up to a certain point; and you will know when it is time to hire additional support. 

We are an HVAC/Plumbing company and we have 68 field techs and 75+ fleet (we have warehouse runners). 

[Tiffy76]

@gotobrandi  Thank you! This is what I was thinking team work it does make you grow and there is always room to grow within the company when you know all the departments.  

[Tiffy76]

Thanks @Frankm and @Mike8369 I am having all of them cross trained so everyone knows how to!  

[Frankm · Accepted solution]

As long as you have the right person, they can do CSR/DISPATCH and early in morning send emails to do permitting

[Mike8369 · Accepted solution]

We have 10 service trucks between plumbing and HVAC and have one dispatcher and two CSRs.