Dispatcher - Customer Service

Dispatcher

Job Summary

The dispatch role is part of the customer service team and an important role is delivering 5-star service to our customers and our technicians. As a dispatcher, you are responsible to be available to answer phone calls, emails and texts, proactively update the dispatch board to maximize capacity, and drive revenue by assigning the right technician to the right appointment. Communication and teamwork is vital to the success of the team and in customer experience. Service Titan is the CRM that we work on, and it houses our customer database and scheduling tools. Ring Central is our telephony platform. The dispatch team is responsible for both service and installation, and for both Plumbing and HVAC sales channels. The dispatch team works with general managers, install managers, install coordinators, and service managers to achieve our performance and financial goals.

Key Responsibilities:

1. Drive Revenue and Growth:

• Understand the daily target for estimates, installations, service and maintenance calls.
  • Work as a team to fill the board to capacity and to determine how to prioritize the calls on the board and maximize revenue per call
  • Follow up with customers on both service and installation to ensure that we delivered what we promised.
    1. Communicate with Service and Install managers when we fall short of customer expectations and 5-star service.

• Communicate the daily status of the capacity board for each market to initiate actions within the team to drive leads, appointments and revenue.
  • Authority to confirm the appointment and to change the status of the appointment at any time based on the customer and capacity.

• Be proactive in evaluating Dispatch Pro, our capacity board, and making the necessary adjustments to increase conversion rates and average ticket.
• Be available to help in areas where help is needed to achieve 5 Star Google Reviews and our daily financial goals.
  • Be a part of the solution.
  • One team one dream.

• Receive inbound phone calls and make outbound phone calls. Follow up with customers to measure our quality post service/installation.
• Install
  • Register equipment for ESA and Mfg.
  • Submit any warranty claims when required.
  • Handle closeout.
• Collaborate with the service and install managers on what is driving $0 jobs, cancellations, recalls and warranty jobs.
  • Understand the reasons behind these types of jobs
    

2. Listen, respond quickly and have clear communication

• Dispatchers are being asked to rotate into the weekly technician meetings and listen to what's working and not working. Collaborate with the team to continuously improve communication and processes.
  • Continuous communication with the technicians to communicate through TEAMS and to collect payment (1/2 up front if over $1,000).

• Be intentional in responding quickly to requests received via text, phone and email. Respond quickly to confirm receipt of the request and be clear on expectations on a resolution.
• Be proactive with both service and install technicians on the status of their work. Ensure that everyone is aware of any delays or follow-up needed to be done to complete the job on time.
• Willing to do whatever it takes to get the job done and to provide a win-win-win solution for the customer, the company and our employees.
• Be clear and keep your word. When we commit to a resolution, make sure it gets done. Communicate updates and take ownership of action items.
• Work as a team to ensure that we always have coverage for the team and for our customers.

3. Measure progress and report up and out feedback

• Develop key performance metrics with the management team that aligns to our customer experience goals, quality metrics and financial targets.
  • Daily, weekly, monthly, quarterly and annual reporting
  • Create and leverage a 3-day capacity board
  • Utilize Service Titan tools to ensure that the technicians are on time for their appointments and communicating with customers.

• Capture customer feedback, technician feedback and feedback from the team so that we can share with the organization what's working and not working.
• Be attentive to our competition and what they are doing in our markets and in our sales channels (HVAC, Plumbing, Memberships)
• Safety first. Collaborate with the team to keep our employees safe and communicate with the team any news on traffic or weather conditions.
• Ask for help. Be clear on what we need in terms of training, resources and processes.

Qualifications:

• Knowledge: Service Titan experience preferred. Basic understanding of HVAC systems, and Plumbing services.
• Skills: Strong communication and organizational skills. Ability to use a keyboard to type information into a database, while speaking with customers. Able to use the internet to communicate with customers, vendors and employees. Able to handle both inbound and outbound phone calls.
• Certifications: None required for this level; however, relevant certifications or courses (e.g., HVAC basics) are a plus.
• Education: High school diploma or equivalent required; further education or vocational training in HVAC or construction fields is beneficial.
• Experience: 2 years of experience (does not have to be industry-specific)

Working Conditions:

• Primarily an office-based role, with occasional visits to job sites.
• Fast-paced environment with multiple tasks to manage from Houston, Dallas and San Antonio.
• Start the day by looking at the board and finding out what needs to be done to fill the board.
• Collaborate with the team to know who is working on what and what you need to work on.
• Communicate the status of the dispatch board throughout the day to get jobs booked and ran.
• Transition the board effectively from the morning team to the evening team.
• May involve working on the weekends and in the evenings. Hours are from 11am - 8pm.
• A dispatcher will receive performance feedback once a month from their manager and will receive an annual review.
• Dispatch will be asked to complete on-going training which may include videos, on-site technical training and field training.