What are the responsibilities and job description for the Dispatcher position at Hoffmann Brothers?
Over the last 10 years, Hoffmann has transformed from a small, family-owned business of 50 employees to a dynamic, 600 member, multi-market organization with ambitious growth plans. We believe that our people are the cornerstone of this success, and we invite you to join our expanding team.
Position Overview:
As a Dispatcher at Hoffmann Brothers in St. Louis, MO, you will play a pivotal role in ensuring optimal scheduling and dispatching of our technicians, working closely with the Customer Success and other support teams. Your efforts will help us meet key performance metrics and achieve our financial objectives.
Key Responsibilities:
Safety is a priority for all Hoffmann employees. We maintain a safe work environment following general safety practices and compliance with MOOSHA standards.
Physical Requirements
To perform the essential duties, the employee must regularly sit, stand, walk, stoop, use hands for controls, and communicate effectively. Specific vision requirements include close vision and the ability to adjust focus. The role involves frequent interruptions and requires constant communication with customers, vendors, and team members.
Position Overview:
As a Dispatcher at Hoffmann Brothers in St. Louis, MO, you will play a pivotal role in ensuring optimal scheduling and dispatching of our technicians, working closely with the Customer Success and other support teams. Your efforts will help us meet key performance metrics and achieve our financial objectives.
Key Responsibilities:
- Service Call Coordination: Evaluate, assign, and dispatch service and maintenance calls to the best-suited technician based on specific job requirements
- Scheduling Optimization: Collaborate with service managers and customer liaisons to ensure next-day calls are structured for maximum efficiency and capacity
- Job Instructions Audit: Conduct audits on job instructions to improve call center accuracy and coaching (verifying addresses, updating equipment details, ensuring correct technician assignment, etc.)
- Revenue & Sales Targets: Prioritize urgent and high-value calls to meet daily revenue goals by matching the right technician to each call
- Continuous Communication: Relay essential details to technicians for effective service delivery, ensuring a quality experience for customers
- Support & Morale: Be an advocate for the technicians as you assign tasks, providing encouragement and explaining your selection
- Customer Interaction: Build rapport with customers, foster repeat business, and address their inquiries or issues to create a positive experience at every point of contact
- Training & Development: Participate in training sessions to enhance sales skills and ensure accurate, swift dispatching
- Customer Updates: Keep customers informed throughout the day on technician status and reschedule appointments as needed per company guidelines
- Dispatch Support: Manage the Dispatch Texting Line and Voicemail, responding to customer communications throughout your shift
- Scheduling Management: Follow established procedures for entering, rescheduling, and updating service calls
- Team Assistance: Assist in filling the schedule board by moving up calls as needed and providing backup support to dispatch and customer liaison teams
- HPP Memberships: Sell and renew Home Protection Plan (HPP) memberships to ensure continued customer support
- Experience with ServiceTitan software is a significant plus
- Demonstrated excellence in customer service
- Strong organization and multitasking abilities
- Reliable and punctual; attendance is essential in this role
- Excellent verbal and written communication skills
- Effective relationship management skills
- Professional and adaptable in all situations
- Energetic and personable, with a drive to support department growth and profitability
- Thrives in a fast-paced, results-oriented environment
- Highly motivated, flexible, and positive attitude
- Competitive hourly pay with overtime opportunities
- Exceptional benefits package, including paid vacation, 8 paid holidays, 401(k) with 4% company match, and employer-paid medical, dental, and vision insurance for you and your qualified dependents
- Fun and flexible work environment with a casual dress code
- Standard schedule: Monday-Friday (hours may vary during peak season with occasional Saturdays required)
Safety is a priority for all Hoffmann employees. We maintain a safe work environment following general safety practices and compliance with MOOSHA standards.
Physical Requirements
To perform the essential duties, the employee must regularly sit, stand, walk, stoop, use hands for controls, and communicate effectively. Specific vision requirements include close vision and the ability to adjust focus. The role involves frequent interruptions and requires constant communication with customers, vendors, and team members.