Service Dispatcher
Summary: A locally owned and operated Plumbing and Heating company is looking for their next well-qualified service department dispatcher to join their team. They are a BBB Accredited company, with an A+ rating.
Essential Functions:
- Serves as daily point of contact for all Service Technicians
- Works with Customer Relations Specialists to assign appropriate service technicians to service calls
- Assigns Techs to their 1st call of the day and subsequent calls through the day
- Calls customers to schedule appointments or communicate about upcoming appointments
- Coaches Technicians as they need help on service calls
- Monitors Techs progress on each job; calls Tech if call is taking longer than expected; obtains technical help for Techs from the Plumbing, HVAC and Utility Managers and their teams as needed
- Monitors dispatch board throughout the day to maximize utilization of service technicians; makes a special effort to fit calls in between other calls
- Monitors Techs time on each call and signs off on timecards after verifying accuracy of time recorded; matches timecards to time listed on Work Orders
- Verifies with Tech that they are complete prior to leaving each job assignment; verify if Tech needs to order parts or schedule a 2nd service call prior to leaving the work site.
- Reminds Techs to collect payment on COD calls
- Verifies Techs are writing serial numbers and model numbers on Work Order paperwork; verifies Techs are writing the Work Order number and date on any stickers left on installed equipment and reminds Techs to get customer signatures on paperwork
- Checks in with each Technician for an end of day call
- Handles COD paperwork and works with Accounts Receivable on accuracy and completeness of paperwork and collected payments
- Answers overflow incoming service calls from customers; creates work orders; schedules appointments
- Works on call for the Dispatch rotation
- Additional relevant duties as assigned by the Service Manager
Education:
- High School Diploma; Advanced Office Training preferred; Trade Experience helpful
Knowledge, Skills and Abilities:
- Field experience preferred
- Strong attention to detail
- Advanced plumbing or HVAC background
- Background in team building and supporting a team
- Strong time management skills
- Effective phone skills
- High degree of effective communication skills
- Ability to encourage and support colleagues
Work Environment:
This job operates in a professional office environment. The role routinely uses standard office equipment and works inside with others.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing this job, the employee is regularly required to sit, stand, speak, hear, use eye/hand coordination, use motor skills, and use personal office equipment. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
Placement: Contract to Direct
Schedule: Monday - Friday, either 7:00 AM- 4:00 PM or 8:00 AM- 5:00 PM.
After training, there is a rotation covering after hours on-call schedule (with additional compensation- discussed further at time of interview), which typically occurs once every 5-6 weeks. The on-call schedule will be Friday through Thursday, afterhours. The on-call schedule is produced quarterly.
Pay Range:
- Non-Union $23.00-$34.00 per Hour
- Union Wage if Applicable
Location: 80907
AAP/EEO Statement: This company is an equal opportunity employer.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
