Dispatcher

Position Summary

To assist in the achievement of the company’s strategic objectives and annual goals through the delivery of exceptional service and support, reflecting Hiller Plumbing Heating Cooling and Electrical (the Company) vision, mission, purpose, and values.

Responsibilities

• Create a positive customer experience.
• Maintain the daily schedule for all service technicians and dispatch technicians as service calls are completed.
• Prioritize calls using Hiller’s call priority according to the greatest customer and/or operational need.
• Monitor appointment schedules as they evolve throughout the day.
• Contact customers if there is a delay in their scheduled time.
• Act as a backup for taking inbound customer calls as needed.
• Monitor daily call count and revenue goals to help ensure each department meets daily, weekly, and monthly targets.
• Communicate effectively with customers, vendors, technicians, sales staff, and department personnel via telephone, email, and written correspondence.
• Maintain complete, accurate, and updated information in the customer database.
• Perform administrative duties to assist with overall operational efficiency.
• Promptly report any service issues to the appropriate leader to ensure 100% customer satisfaction.
• Perform other duties as assigned.
• Effectively manage conflict resolution with customers through clear communication, addressing concerns, questions, or problems expediently.

Position Requirements

• Preferred experience: Customer Service and/or Dispatch – 1–3 years.
• Ability to communicate clearly in a positive, nurturing manner.
• Proficient in Microsoft Suite products.
• Ability to perform multiple tasks in a fast-paced environment.
• Exceptional interpersonal and communication skills, both written and verbal.
• Ability to function effectively in a team environment.
• Geographical knowledge of the service area and/or map reading skills.
• High School Diploma or GED required; Associate’s Degree preferred.

Physical Requirements

• Regularly spends long hours sitting and using office equipment and computers (approximately 80% of the time) in a cubicle office environment.
• Spends a majority of the workday on the telephone interacting with customers and technicians.
• Occasionally lifts 5–10 pounds.
• Good visual acuity and sufficient functioning to operate computer-aided call management hardware, software, and communications equipment.
• Ability to work extended hours, nights, or weekends.

Position Specific Standards

• Maintain confidentiality on all private, sensitive, and proprietary business issues and concerns.
• Willingness to continue professional development through ongoing training.
• Willingness to work hours outside of the normal work schedule, if needed.