Dispatcher

Cranney Home Services•Danvers, MA

13d•Onsite

About The Position

Cranney Home Services is hiring a full-time, in-office Dispatcher in Massachusetts. The Dispatcher evaluates customer calls and assigns the best technician to each residential service appointment, while helping meet daily revenue and sold-hour goals. The role coordinates technicians in the field, relays accurate job information, keeps customers updated on technician progress, and records service-call results for reports to senior management. The Dispatcher also handles inbound and outbound customer calls, builds rapport, resolves issues, promotes the company, and participates in training to support sales and accurate dispatching. The schedule is Tuesday through Friday, 10:00 a.m.–6:00 p.m., and Saturday, 8:00 a.m.–4:00 p.m. The stated hourly pay is $25–$28; the salary description also lists $55,000–$60,000 per year. The position focuses on residential services and does not include commercial work.

Requirements

Proven track record in customer service.
IT competency, good typing skills, and proficiency with phone systems.
Highly organized with exceptional follow-through abilities.
Strong verbal and written communication skills.
Ability to build trust, diffuse conflict, and hold others accountable.
Engaging personality suited to a fast-paced, goal-driven environment.
Competitive individual contributor who also enjoys team success.
Highly motivated, flexible, and positive attitude.

Nice To Haves

Knowledge of the construction industry, including HVAC, plumbing, and electrical.

Responsibilities

Evaluate customer calls and assign the best technician to each service appointment.
Prioritize urgent and profitable calls to meet daily revenue and sold-hour goals.
Relay accurate information to technicians to support proficient, quality customer experiences.
Update customers throughout the day on technician progress.
Manage the whereabouts and needs of technicians in the field.
Record service-call results and create report summaries for senior management.
Handle inbound and outbound customer calls.
Establish customer rapport and encourage repeat business.
Respond to customer requests, resolve issues, and promote the brand.
Participate in training to improve sales and ensure quick, accurate dispatch of incoming orders.
Perform miscellaneous duties as assigned.
Match technicians to jobs based on skill set and geography.
Track time for technicians and apprentices.

Benefits

75% employer-paid health insurance; listed coverage rates are 59% for family, employee and spouse, and employee and child.
50% employer-paid dental insurance.
100% employer-paid vision insurance.
Company-paid life insurance.
Short-term and long-term disability coverage.
Wellness reimbursement program.
Flexible Spending Account (FSA).
Employee Assistance Program (EAP).
401(k) with 4% company match.
Generous paid time off and sick leave.
Paid major holidays off.
Employee referral bonuses.
Supportive, family-like team culture.