Dispatch Manager

Hamilton Plumbing, Heating, A/C, Rooter•Overland Park, KS

1d•$60,000 - $80,000•Onsite

About The Position

Hamilton Plumbing Heating A/C Rooter is seeking an experienced Dispatch Manager to organize, direct, and motivate our customer service and dispatch teams in our Overland Park office. We are seeking Managers who have experienced in a Consumer Services experience in an industry such as, HVAC, Plumbing, Utility, or similar industry.

Requirements

Proven 3+ years’ experience as call center Manager or similar supervisory position. Related education and/or training or any equivalent combination of education and experience may be substituted.
Computer literacy and knowledge of Microsoft Office products are required.
Strong communication, leadership and interpersonal skills are required.
Ability to work under pressure

Nice To Haves

Industry and inside sales experience are preferred.

Responsibilities

Manages the daily operations of inbound and outbound call center functions, to include customer service and dispatching teams to establish and maintain the company as an industry leader in customer satisfaction.
Ensures that the department provides a high level of service to field operations, timely and accurate service order entry, prompt resolution of reported problems and implementation of quality assurance measures.
Manages and develops the Customer Service/Call Center team, Dispatch Unit, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
Performs call evaluations and provides feedback and/or suggestions for improvement.
Manages outbound telemarketing program to better market existing customer base.
Ensures that sales goals are attained by assisting in generating sales leads for products, equipment and services.
Prepares forecasts of future volume as well as analyses of current and past call volume.
Manages call slip volume to ensure adequate workload for technicians.
Gathers data and statistics to generate productivity reports and various spreadsheets.
May maintain warranty and maintenance contract information and files. May generate warranty invoices and submit to the corporate office for payment.
Answers overflow telephone calls and transfers to the appropriate departments.