Dispatcher

Mario Purchaser LLC•Beltsville, MD

51d•Onsite

About The Position

Len The Plumber Heating & Air is a leading provider of residential plumbing, heating, and air conditioning services across the Mid-Atlantic. Built on a reputation of reliability, professionalism, and customer-first service, we continue to grow by investing in our people, our processes, and the communities we serve.

Requirements

Ability to multi-task with a high level of accuracy and attention to detail
Mastery of prioritization of tasks and responsibilities without oversight
Strong communication skills, written and verbal
Proficient with Microsoft Suite to include Word, PowerPoint, Excel, Teams and Outlook
Goal-driven and results oriented
Resourceful, quick thinking and adaptive
High School Diploma or GED

Nice To Haves

Experience with Service Titan preferred but not required
Sales experience strongly desirable.

Responsibilities

Maintains the daily schedule of calls and prioritize the most urgent and profitable calls to meet departmental budgets
Updates Service Manager throughout the day on revenue and any issues in the field
Updates Call Center Lead with calls needed to fill schedule
Manage the whereabouts and needs of technicians in the field
Maintain efficient communication with field and office personnel via phone call, texts, emails and instant messages
Learn and become competent with the CRM software
Confirm upcoming appointments for the department
Understand strengths and weaknesses of technician to comprehend heatmaps and batting order
Builds rapport with technicians to foster good communication between tech and dispatcher
Communicates with customers to keep them informed of their appointment, provide ETA/update and confirmation calls
Manage Task Manager and complete all tasks in a timely manner
Reviews service call and any prior customer or location history to drive revenue
Promotes same day work and rearranges schedule to accommodate completion of job
Schedules return visits or sold work accordingly in a timely manner
Reschedules low priority calls to capture the urgent and high priority calls
Reschedule jobs that were placed on hold
Cancel calls as needed for accurate record keeping
Updates customers account as needed with accurate information
Reviews completed work for accuracy and ensure technicians have captured all needed information.
Provide reports on technician KPI and revenue as needed
Participate in ongoing training to develop as a professional
Other duties as assigned.