Dispatcher

Mario Purchaser LLC•Sarasota, FL

32d•$18 - $22•Onsite

About The Position

The Dispatcher supports the day-to-day operations of the company by efficiently scheduling and dispatching technicians to calls. This role requires the dispatcher to think critically to ensure they are dispatching the best fit technician for the call. The dispatcher is the liaison between the customer, the Service Technician, the Service Managers and the Customer Service Department. About Acree Plumbing Air and Electric Acree has been in business since 1967 (over 50 years!). We proudly service the Tampa community and the other counties: Pinellas, Pasco, some Polk, and Manatee. We offer same-day service from top-notch technicians that provide unparalleled customer service. At Acree, we believe that our employees will take great care of our customers because we take great care of our employees. Everybody Wins!

Requirements

Strong customer service skills with a passion for helping customers and solving problems
Excellent communication skills and the ability to build positive relationships with customers, technicians, and internal teams
Strong organizational and multitasking abilities in a fast-paced environment
Critical thinker who can make sound decisions and adjust priorities throughout the day
Detail-oriented with strong follow-through and accountability
Comfortable using computers, Microsoft Office, email, and scheduling software
Self-motivated, dependable, and team-oriented with a positive attitude
High School Diploma or equivalent required
Ability to work a flexible schedule based on business needs
Self-starter, reliable, flexibility with hours
Present and communicate professionally (written and verbal)
Excellent organizational, detail oriented and follow-through skills
Ability to manage the dispatch board to benefit the branch as a whole and achieve business objectives while following all operating procedures and provided training
Excellent interpersonal communication skills on a professional and technical level
Able to work both independently and as part of a team
Must be a critical thinker - Strong English composition skills
Telephone etiquette and working knowledge of email systems
Ability to develop tools that create efficiencies within department.
Ability to stay calm in high-stress situations and keep a professional, calm demeanor
Communicates effectively and collaborates with all internal departments to satisfy customer needs
Maintains proficiency of performance by staying current on all updates processes and changes

Nice To Haves

ServiceTitan experience preferred
Experience in dispatching, scheduling, call center operations, customer service, or the home services industry preferred

Responsibilities

Coordinate and schedule service calls, ensuring the right technician is assigned to the right job at the right time
Serve as a key point of contact between customers, technicians, customer service, and branch leadership
Monitor and manage the dispatch board to maximize technician productivity, efficiency, and customer satisfaction
Communicate proactively with customers regarding appointment updates, arrival times, and scheduling changes
Support technicians throughout the day by providing scheduling updates, job information, and logistical assistance
Coordinate parts availability, return visits, and follow-up appointments to ensure jobs are completed successfully
Resolve scheduling challenges and customer concerns with professionalism, urgency, and a solutions-oriented mindset
Partner closely with Customer Service, Service Managers, and other departments to deliver a seamless customer experience
Help drive branch performance by keeping technicians productive, appointments on schedule, and customers informed
Deliver exceptional customer service.
Prepare detailed work orders and supporting documents for every order.
Dispatch technicians promptly and provide ongoing scheduling services.
Utilize Service Titan to manage and monitor customer relationships.
Manage the scheduling of the different departments, assigning technicians based on availability, location, and job requirements for optimal efficiency.
Ensure adequate supplies and materials by creating and maintaining purchase orders.
Provide clients with comprehensive warranty information and process all warranties promptly.
Make sure that permits are pulled and closed promptly.
Contribute to accounts payable/receivable activities and provide the necessary documentation.
Generate weekly status reports tracking work orders, estimates, inquiries, etc.
File, scan, and other office tasks as required.
Outbound calling to our customer database to schedule appointments
Follow up satisfaction calls to our completed jobs
Participate in training so that you grow and develop as a professional.
Maintain communication with dispatch and your manager.
Ability to stay calm in high-stress situations and keep a professional, calm demeanor
Conveys a positive impression of the company while establishing and building long-term customer relationships
Communicates effectively and collaborates with all internal departments to satisfy customer needs
Contributes to the department and company's success by meeting and exceeding all performance objectives
Maintains proficiency of performance by staying current on all updates processes and changes
Proactively identify areas for process change to improve customer-handling procedures
Train incoming new hires
Generate internal reports
Attend daily huddle meetings
Provide cancellation reports to the manager.
Job scrubbing
Online bookings
Update technician job order