Dispatcher
About The Position
The Dispatcher dispatches Service Technicians to jobs and schedules and monitors the dispatch board using ServicePro. The role prioritizes customer calls, communicates accurate and detailed information to technicians, records and reports service calls, and keeps customers informed about technician progress. The Dispatcher works with technicians to support excellent service and resolves issues that affect technicians and customers. This is a non-exempt position with work hours determined by business needs; overtime may be required. The position has no supervisory responsibilities, and travel is not currently required. The work is performed in a standard office environment.
Requirements
- High school diploma or equivalent.
- Experience with Microsoft Office Suite.
- Strong time-management skills and the ability to work independently or as part of a team.
- Excellent written and verbal communication skills, including active listening.
- Ability to prioritize tasks by importance in a fast-paced environment.
- Service-oriented approach and ability to resolve customer grievances.
- Ability to handle sensitive customer concerns and proactively recommend solutions that meet customer and company needs.
- Ability to maintain professionalism and customer-service standards in stressful situations.
- Strong problem-solving, analytical, and decision-making skills.
- Hard-working, self-starting approach with a positive and respectful attitude.
- Ability to sit for prolonged periods and work at a computer.
- Ability to lift up to 15 pounds.
Nice To Haves
- At least six months of previous dispatch experience.
Responsibilities
- Dispatch Service Technicians to jobs using ServicePro.
- Schedule and monitor the dispatch board.
- Learn the business and prioritize urgent customer calls.
- Relay detailed and accurate information to technicians in the field to support a quality customer experience.
- Record and report service calls.
- Update customers throughout the day on technicians’ progress.
- Use knowledge of common HVAC equipment maintenance, plumbing issues, and heating and AC repairs.
- Analyze and solve issues affecting technicians and customers during the service process.
- Work strategically with technicians to ensure customers receive excellent service.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
