Lead Dispatcher

About Us: Job Summary: Essential Duties & Responsibilities:

• Manage and oversee Service Dispatch for branch location.
• Train and mentor, the service dispatch team.
• Account Management – Primary contact for service and maintenance accounts in a specific geographical area within the branch.
• Attend new customer kick off meetings.
• Visit customers and jobsites as necessary to ensure quality service.
• Customer Service - Taking service calls from customers via telephone and e-mail. Determine urgency of call and schedule accordingly.
• Managing service calls from receipt to billing.
• Accurate review of all previous day field visits. Approve closed work orders for billing. Take appropriate action on any incomplete items.
• Continuous management of the dispatch board throughout the day. Check all open calls and direct Technicians accordingly. Assist all Dispatchers as needed for team performance and efficiency.
• Assist Dispatchers in managing all \manpower - Daily scheduling and dispatching for 40 field technicians.
• Complete customer and coworker requests.
• Generate quotes and send to customers.
• Process approved quotes, purchase material, schedule manpower and work with customer to completion.
• Ensure assigned technicians are complying with company protocol including, turning in daily timesheets and service reports, turning in credit card receipts to reconcile charges weekly and completing monthly vehicle inspection reports.
• Research as needed on whether a job is a warranty call or not. This may involve the Project Manager or accounting’s assistance in pulling invoices. Research may include checking on vendor invoices and relevant service ticket information.
• Train new Dispatchers in employment policies and procedures as they relate to dispatch.
• Take problem/complaint calls and handle appropriately or direct to Service Operations/ Service Manager.
• Take calls for billing/invoice questions and resolve appropriately.
• Conduct Open Work order and open PM report Meeting - Print the Open Calls report from CMS. Give status and scheduled completion date for each open and incomplete service order. Ensure the proper manpower, equipment and materials are available for completion of open work. Submit to Service Operations Manager by each Friday of the week.
• Process payroll – Approve timesheets and send to Payroll Department. Check for accuracy including job numbers, legal name, prevailing wage rates, per diem, certified jobs, sick and vacation time.

Qualifications:

• High School Diploma or equivalent a plus.
• 5 years of HVAC dispatch experience required.
• 5 years of heavy customer service background.
• Purchasing experience
• Decision-making skills and be able to work out multiple alternative solutions and determine the most suitable one quickly
• General computer skills, including Microsoft Word and Excel

Equal Opportunity Employer: As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled Notice to Prospective Employees: Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here. Please check our available positions to confirm that a post or email is genuine. EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent. Geographic Disclosure:

Benefits: We are committed to providing employees a comprehensive benefits package which includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life insurance, disability, a 401(k) Savings Plan, College Coach and employee assistance program.

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