Job Description

ROLE: Dispatcher

POSITION SUMMARY:

The Dispatcher’s primary objective is to get the right tech to the right job and create the most effective schedule to create a 5-star experience for our technicians and customers. Responsibilities include maintaining residential technicians’ daily schedules and dispatching technicians as calls are created and completed. All members of this team will have a strong commitment to creating a 5-star experience with everyone they meet while practicing and promoting our mission statement and core values.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Schedule service and/or preventive maintenance calls according to location and the skills and strengths of technicians.
• Plan, schedule, and dispatch technicians in an efficient manner, assessing technicians’ schedules to gain efficiencies.
• Own the dispatch board; ensure all calls are properly entered in customer database; technicians are dispatched to the appropriate location, and calls are completed in a timely manner.
• Review jobs to ensure correct materials are ordered.
• Collaborate with Customer Care and/or, managers, and/or supervisors to determine manpower needs and identify inefficiencies in providing a 5-star experience.
• Work with customers, as needed, to accommodate schedule changes.
• Assist in scheduling and coordinating fleet maintenance and repairs and maintaining fleet system with accurate information.
• Assist in fleet key and fuel card organization and replacements and assigning temporary vehicles for technician transportation.
• Maintain open communication with other dispatchers, technicians, and customer care team.
• Work with technician supervisors to meet objectives of the operational teams.
• Maintain a high level of professionalism with customers and employees; working to establish a positive rapport with every interaction.
• Serve as a backup for other dispatcher(s) as needed.
• Occasional flexibility required for on-call dispatching when required in peak seasons.
• Perform other duties, and attend meetings as assigned.

MINIMUM / PREFERRED EXPERIENCE AND EDUCATION:

• 2 years minimum customer care experience (dispatch experience preferred)
• Knowledge of plumbing and/or HVAC trades is preferred
• Must possess proficient computer and smartphone skills
• Top-notch communication and customer care skills
• Excellent organization and attention to detail
• Strong knowledge of local geography

• Ability to work as part of a team in a fast-paced environment.

BENEFITS:

• Stable employment, expanding career field, and competitive salary offered
• Employee Owned and Operated – Employees earn ownership share that can provide retirement income
• Employer-paid 401k, no required employee contribution
• Additional 401K Retirement Options Available
• 100% Employer paid Short- and Long-Term Disability insurance
• 100% Employer paid Life Insurance Policy
• Low Cost Medical Benefits
• Dental and Vision Insurance options are available
• Structured bonus plan
• On Going Training Opportunities
• Potential Professional and Personal Growth Opportunities
• Paid Time Off (PTO)
• Paid Holidays
• Company provided tablet and phone

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to sit; stand; walk; use hands to manipulate, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift equipment, tools, products, and supplies, up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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