Dispatcher

About Our Company

We are a full-service HVAC, Electrical, and Plumbing company that values unsurpassed customer service, integrity, and excellent quality of life for both our employees and customers. We employ only the most competent people who exhibit high moral and ethical standards, and who desire to improve their lives through continuous learning and opportunities.

Job Summary

The Dispatcher supports the day-to-day operations of the company by efficiently scheduling and dispatching technicians to calls. This role requires the dispatcher to think critically to ensure they are dispatching the best fit technician for the call.

Pay: $16.50 hrly

Flexible shifts available:

Wed- Sat 12 pm-9 pm

Sunday- Thu 12-9

Monday - Friday 5 pm-2 am

Tue- Sat 8-5

Tue - Sat 11-8

Fri- Mon 5 pm- 2 am

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction.
• Manage the dispatch board to keep field personnel on the move and generate revenue. Make every effort to compress call scheduling effectively and maximize productivity.
• Notify clients ahead of time without fail if the technician is not going to arrive at their home within the scheduled time window and re-schedule the time at the client’s convenience.
• Communicate with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to the technicians. Every effort should be made to keep technicians on the job.
• Arranging the schedule and going through the calls for the following days to ensure the “Right” technician is sent to the “Right” appointment.
• Share the responsibility to ensure that all technicians arrive at their designated appointments ON TIME.
• Debrief technicians after each call and remind technicians to collect payment immediately after each job is completed.
• Communicate with Clients for on-the-way calls.
• Sending text messages to each Technician and trainee each evening with directives for the following day (parts and materials they will be needing to complete their calls.
• Resolving escalated client concern calls ASAP.
• One one’s for Technicians with Service Manager. (New hire interviews and exit interviews with Service Manager.
• Soft Skills Training.
• Parts Ordering.
• Technician Vehicle Inspections (at least once a week).
• Update KPI Trackers Daily.
• Work schedule would be Monday – Friday 7:00 am to 4:00 pm.

Minimum Qualifications

• High school diploma/GED required
• reliable Self-starter
• Strong customer service skills
• Present and communicate professionally (verbally and in writing) with all departments
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Strong knowledge of Microsoft Excel, Word
• Must be a critical thinker - Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within the department

Preferred Qualifications

• Associates degree

• Bilingual a plus

Physical Demands and Work Environment

Physical Demands:

• Climbing up and down stairs from time to time
• Moderate lifting may be required (15-20 pounds)

Working Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
• Dress code is business casual

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Employees requiring accommodations are directed to speak to the Operations Manager. To achieve this job successfully, the incumbents must possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.