DISPATCHER SKILLS TEST

Flow Right Plumbing, Heating and Irrigation, Inc. is a rapidly growing company that seeks the
best talent to be a part of its team. We pay competitive salaries and offer employer Health Care
contribution, 401k matching, Paid Time Off packages, incentive pay programs, and Paid
Holidays as a part of our benefits package. We understand that good talent must be
compensated, but we go through great lengths to make sure that we hire only the best talent.

You have qualified for our Dispatcher Candidate Skills Test. We designed this test to be a
reflection of what you may be asked to do if you are hired. We will interview the top performers
on this skills test. The test is “open book”, but we expect the submission to be your own work.
If there is any question you cannot answer, explain why. The more explanation you give of how
you got your answer, the more opportunity we will have to understand you and evaluate your
work. Be aware that some answers do not require simple information, they require an actual
explanation.

We will evaluate the submitted skills test beginning on Friday, February 3 at 6am. All
submissions must be complete at that time. Exercises are reviewed for completion, effort,
thoughtfulness, and understanding of the job. Always explain yourself and show your work
when possible, that is how we are getting to know if you are the candidate we seek.

For the purposes of this test:

● Follow all directions as closely as possible. You cannot ask questions of us about the
test, so if you feel that there is something that is unclear, tell us in your answer what you
think is unclear and make whatever assumptions you need to complete the exercise.
● Assume that you are working for FRPHI Plumb, a Plumbing company.
● If you do not have a gmail account, get one by going to gmail.com, it is free and it is
required to complete this test.
● If you do not know how to use google docs and google sheets, do not worry, they are
very similar to Microsoft Doc and Excel. If you have specific questions, search how to
use google docs and google sheets online, there is a wealth of information on how to
use the products there.

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PART 1
Step 1:
● Create a Google Doc and name it YOUR NAME-DISPATCHER TEST
● In the top left corner on the first line write YOUR NAME.
● Share the Google Doc with us at m ​ roybal@flowrightphi.com
● Skip 2 lines after your name and write the heading “PART 1”. Place your answer for Part
1 under that heading and number your answers to correspond with the numbered
instructions/questions below.
Step 2:
● Read the fact pattern below and follow instructions.
It is Monday morning and you have just come into the office. You notice that someone has left
a message on the voicemail. Part of your job as dispatcher is to check the voicemail, write
down the important information in the message and then return the call. Before you return the
call you should know which questions you will need to ask person who left the voicemail.

1. Listen to the voicemail by clicking on the attachment link that was sent to you in your
email with this skills test.
2. Write down the important information from the voicemail.
3. Make a list of the questions that you need to ask the person when you call them back.
4. Write down the available appointment slots that you will offer the caller when you call
them back.

Available Technician times

Name Mon Tues Wed Thurs Friday

Bob Off Booked in Booked in Booked Booked

Denver Lamar 7:30-4:30pm 7:30a-4:30p

Rob Booked Assigned to Booked Booked Booked

7:30a-4:30p Construction 7:30a-12:30p 7:30am to 7:30a-4:30p
all day Booked 2:00pm
1:30p to Open 2:00pm
4:30pm to 4:30pm

Bubba Booked Assigned to Booked Booked Booked 7:30 to

7:30a-4:30p Construction 7:30a 7:30a-4:30p 4:30pm
all day to11:30a Possible
12-2 open cancellation
10:00a-12:00p

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PART 2
On the same Google Doc that you already created write the heading “PART 2” at the end of the
your answer for “Part 1” and number your answers to correspond to the questions below.
1. If a person calls in for service and they tell us that they are a tenant (renter) what should
you do or ask for before sending someone out repair their plumbing?
2. What is the difference between a boiler and a water heater?
3. What is the difference between a faucet for a sink and a faucet for a tub?
4. If a toilet is clogged, is that a problem that has to do with the water supply line or the
sewer line?
5. A customer calls the office and is irate over work that one of our techs apparently did at
their house. They explain to you what happened and you think that the customer may
have a real reason to be upset. What do you tell the customer and how to do you
resolve the problem?
6. Plumber Dan is in Pueblo West for a scheduled appointment at 12pm installing a new
toilet. A call comes in asking for someone to fix a leak in the sink at Big Box Store which
is located in downtown Pueblo. Dan is the only plumber on today and he has no
appointments scheduled after the toilet install. When is the soonest you think that you
can tell the person calling to expect plumber Dan to show up? Explain how you got your
answer. Keep in mind it is NOT an option to call Dan and ask him how it’s going and
what he thinks, you have to tell the customer something now.

END OF TEST

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