Job Ad - Service Dispatcher

On April 1, 1960 with their second baby on the way, Donald Teemsma Sr. and mother Barbara founded Ideal Plumbing and Heating. At the time they ran the company as a home-based business with only one '53 Ford pick-up truck and the garage as the warehouse. In 1962, Ideal Plumbing and Heating outgrew their home when they opened their first storefront shop on Waring Road.

In 1994, Donald Sr. passed the torch to his son Donald Teemsma Jr., who spent his early years in the family hardware store, learning the ins and outs of all kinds of home repair needs. Over the years, Ideal's services have expanded to also specialize in air conditioning, electrical, plus kitchen and bath remodeling.

Ideal is more than just a company that installs and repairs your plumbing, heating, air, or electrical. We believe in service excellence, demonstrated in high moral standards and business ethics since the company's inception. Look for us in the Community at Allied Gardens First Fridays Summer Concerts in the Park, Mission Trails Regional Park, Mt. Helix Park, and with the San Diego Fire-Rescue Foundation!

Job Summary:

The position of the Service Dispatcher will be responsible for dispatching and coordinating field technicians to service calls and ensuring that our customers receive the best possible customer service. This position will time manage technicians to help achieve a ratio of maximum hours worked to paid invoice hours.

Duties and Responsibilities:

• Responsible for providing exemplary customer service, exhibiting courteousness, cordiality, and efficiency at all times;
• Schedule service with customers within a 2-4 hour time frame;
• Respond efficiently and quickly to emergencies;
• Ensure all service commitments are upheld;
• Contact customer prior to dispatching technician. In case of unexpected delays, the dispatcher must apologize to the customer and provide an updated ETA.;
• Utilize vehicle tracking system to facilitate efficient routing, location, and dispatch of service calls;
• Close out all calls from the day before;
• Ensure ongoing calls are added to the open board and monitored daily;
• Regularly update notes to ensure the most recent information is displayed as to status of call;
• Cover for other dispatch team members when absent, on break or at lunch;
• Ensure technicians are aware of their daily schedules;
• Page technicians' first assignment the night before, followed by verbally communicating the next day's work before the end of each workday;
• Review timecards with technician on a weekly basis, in accordance with company policy, to ensure that hours are being recorded accurately and in a timely manner;
• Follow up on outstanding invoices of technicians;
• Investigate invoices older than one (1) week.
• Ensure technicians complete their invoices, follow up on special orders, manage unused material from jobs, and complete any other office related tasks;
• Schedule technicians for unapplied time, meetings, inventory, lunch, daytime trainings etc.;
• Keep the Vice President apprised of any incidents;
• Review call slips and invoices for completeness: time, bin history, inventory (prior to being sent to inventory);
• Review invoices for additional work and follow up on recommendations;
• Communicate with the inventory department to ensure that the necessary parts are available before scheduling the work;
• Plan agendas, schedule team and lead meetings, and distribute notes afterwards; and
• Turn phones over to the answering service at the end of day and confirm the on-call information.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Qualifications/Requirements:

• Sitting at a desk for sometimes long and continuous periods of time;
• Answering or making calls on the telephone for sometimes long and continuous periods of time;
• Using a keyboard to perform research, and to communicate through written means for sometimes long and continuous periods of time;
• Looking at a computer monitor for sometimes long and continuous periods of time;
• Occasionally standing, walking, reaching, and stooping;
• Lifting up to 30 lbs.;
• Exposure to various noise levels;
• High School diploma is required;
• Two (2) years working in a plumbing/HVAC dispatch position is preferred;
• One (1) year working in any service dispatch is preferred;
• Knowledge of price book and SOP's;
• Must exhibit a high level of confidentiality;
• Excellent written and oral communication skills;
• Strong organizational, time-management, and problem-solving skills and ability to meet tight deadlines;
• Team player;
• Strong understanding and experience in operating service appointment booking software, particularly Service Titan;
• High proficiency in MS Office, including Word, Excel, Outlook, and SharePoint; and
• Working knowledge of all standard office equipment.

Benefits: We offer Paid Time Off, Holidays, Sick Leave, and more!

Job Type:Full-time

Ideal Plumbing Heating Air Electrical provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.