Join the team of experts and realize your true potential!
Why You Should Join the Service Experts Team?
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!
Position Summary:
The Dispatcher is responsible for coordinating the daily scheduling and dispatching of field technicians to job sites. This role serves as the primary point of contact between customers and field staff, ensuring efficient communication and timely service while prioritizing jobs based on urgency and availability. The ideal candidate will possess strong multitasking abilities, excellent customer service skills, and proficiency in dispatching software to streamline operations and meet service level agreements.
Key Responsibilities:
Answers incoming phone calls from customers and assists call or routes call to appropriate person
Maintains good customer relations and ensures that all calls meet Service Experts' standards
Receive and prioritize incoming service requests from customers, carefully documenting details related to the issue and location.
Utilize dispatching software to efficiently schedule and assign field technicians to job sites based on their availability, skill set, proximity to the location, and service call priority.
Monitor technicians' schedules and job progress throughout the day, making necessary adjustments and reassignments to maximize productivity and ensure timely service.
Act as the main point of contact between customers and field staff, providing updates on technician arrival times, service status, and addressing any customer inquiries or concerns.
Maintains customer records by updating account information
Adheres to CPI compliance regulations when taking payments over the phone
Updates capacity planner whenever calls or booked, rescheduled or cancelled
Continually maintains working knowledge of all company products, services, and promotions
Reliable attendance and on-time job performance
Qualifications:
High school diploma or equivalent with 1-year experience working in dispatch or another coordinating environment
Experience or training the use of computers and related systems in an administrative office environment
Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
Excellent customer-service, communication, and interpersonal skills
Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.
Ability to work effectively in both a team and an independent environment
Ability to make decisions based on established guidelines and procedures
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Effective organizational and time-management skills. Must be able to prioritize work based on service demands
An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
What Do We Offer You as a Service Experts Employee?
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.
Competitive Pay, including incentive opportunities for many positions
Paid Time Off and Company Holiday Pay
Medical /Dental /Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance, for you and options you can elect for your family
Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
World Class Training opportunities through our Experts University
