Dispatcher
About The Position
The Home Service Dispatcher supports daily company operations by efficiently scheduling and dispatching technicians to service calls. The role requires critical thinking to match each call with the most appropriate technician and serves as a liaison among customers, Service Technicians, Service Managers, and the Customer Service Department. It is a fast-paced, on-site position at the Tampa branch. The position is full-time and hourly, with compensation of $22.00–$27.00 per hour based on experience. The schedule is Monday through Friday, 11 a.m.–9 p.m., plus alternating Saturdays and Sundays, 11 a.m.–9 p.m. Acree Plumbing Air and Electric has served the Tampa community and surrounding counties since 1967, providing same-day service. The company describes its workplace philosophy as taking care of employees so they can take great care of customers.
Requirements
- High school diploma or GED.
- Strong knowledge of Microsoft Office, including proficient use of Excel and PowerPoint.
- Strong customer service skills.
- Professional written and verbal communication skills.
- Excellent organizational, detail-orientation, and follow-through skills.
- Ability to manage the dispatch board in support of branch objectives while following procedures and training.
- Strong interpersonal communication skills on both professional and technical levels.
- Ability to work independently and as part of a team.
- Critical-thinking ability and strong English composition skills.
- Telephone etiquette and working knowledge of email systems.
- Ability to develop tools that improve departmental efficiency.
- Reliability, self-direction, and flexibility with hours.
Nice To Haves
- Associate degree.
- Bilingual ability.
- Experience in the HVAC, plumbing, or electrical trades.
- Experience with Service Titan or a similar program.
Responsibilities
- Schedule technicians’ return trips to customers when parts arrive and jobs can be completed.
- Enter and schedule service calls and proactively communicate with technicians throughout the day.
- Maintain communication with Service Technicians during their shifts by email, text, and phone.
- Dispatch service calls efficiently while maintaining client satisfaction.
- Manage the dispatch board to keep field personnel productive and maximize scheduling efficiency.
- Notify clients in advance when a technician will miss the scheduled arrival window and reschedule at the client’s convenience.
- Coordinate with the Purchasing and Warehouse Coordinator to arrange efficient parts delivery to technicians.
- Follow the Dispatching for Profits Priority Service Schedule to match the appropriate technician to each appointment.
- Share responsibility for ensuring technicians arrive at designated appointments on time.
- Debrief technicians after each call and ensure employees collect payment immediately after completed jobs.
- Resolve customer conflicts through clear communication and timely attention to concerns, questions, or problems.
- Work with Customer Service to book calls according to customer needs and help resolve problems.
- Follow the company Code of Ethics, Team Rules, and Team Philosophy.
- Perform other duties as assigned.
Benefits
- Weekly pay.
- Medical, dental, and vision insurance.
- 401(k) with company match.
- Paid time off and paid holidays.
- Company-paid life insurance.
- Short-term and long-term disability coverage.
- Employee Assistance Program (EAP).
- Opportunities for advancement at a company that promotes from within.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
