Join the Pride!

About Our Company

CORE PURPOSE

We’re setting a new standard of excellence in the industry. It starts with YOU. Every word, action and decision has the potential to benefit our clients, our team and contribute to our success. Embed these core values into your thoughts and actions. Together we’ll continue to push higher. – Barton J. Palmer

Core Purpose- To help all people live in greater safety and comfort

The work you do at Lion Home Service is essential because we’re not just in the service business- we’re in the business of improving people’s lives. It’s an exciting privilege to be part of a team that can contribute in such a meaningful way to the world, and you’re an essential part of this team’s contribution.

CORE VALUE

Safety First For Our Family & Theirs- Think twice, act once

Our team and our clients are our greatest assets. Value them as such! As with all assets, we need to take care of them, protect them, and reduce the risks they face. No matter where you are- in the office, on the road, or at a client’s home- look at the situation and eliminate potential dangers.

Deliver WOW Through Service- Exceeding every client’s expectations

There are many service companies. However, they’re only competitors if we deliver the same level of service they do. We catapult above all others in the industry when we delight every client and do far more than our clients would dream we’d do. This is our greatest competitive advantage.

Demonstrate the Highest Level of Integrity- Doing the right thing even when no one is watching.

When we work with integrity, we can trust each other and our clients can trust us. There are no inconsequential things., Everything you do here is important and contributes to our success. Sometimes the right way isn’t the easiest or fastest way but we do what is right no matter what it takes.

Great Place To Work- All for one and one for all

Like rowers on a boat, a team pulls together. We each deliver to the very best of our ability and we trust our fellow team members to do the same. When we show up to work fully engaged and inspired, and ready to work as a team, we become more than co-workers; we become family.

Job Summary

The Dispatcher schedules and facilitates technician appointments at customer sites and communicates with technicians, customers, and the company to ensure maximum revenue production and scheduling efficiency without compromising client satisfaction.

Essential Duties and Responsibilities

• Manages the dispatch board to keep field personnel productive and on the move, servicing clients, and generating revenue.
• Makes every effort to compress call scheduling effectively maximizing productivity and revenue.
• Notifies clients ahead of time without fail if the Technician is not going to arrive at their home within the scheduled time window.
• Re-schedules appointment times at client’s convenience as necessary while avoiding the need whenever possible.
• Accurately updates Capacity and On Call Schedule.
• Works with After Hours Call Center to coordinate shift transitions and scheduling.
• Schedules technician return trips with customers to complete jobs after arrival of parts.
• Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Technicians.
• Makes every effort to ensure Technicians can stay on the job.
• Strictly adheres to the Dispatching for Profits Priority Service Schedule, to ensure the “Right” Technician is sent to the “Right” appointment.
• The Dispatcher must be familiar with the technical competencies of each Technician and understand how to best maximize service and revenues for each call.
• Must also be able to distinguish between Technician opportunities and Project Manager opportunities
• Shares responsibility to ensure that all Technicians arrive at their appointments on time.
• Debriefs with Technicians to verify completion of jobs to identify any outstanding client satisfaction or technician performance issues, including, but not limited to, verification of all forms, photos, and payment.
• Respond to service technician and client requests both by text and phone.
• Effectively manage conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
• Ability to “save” booked appointments or contracted jobs, if unable to personally “save” the call, the ability to effectively transition to field staff or coaches in order to avoid cancellations.
• In all duties, realize the primary clients are the company and the field staff.

Minimum Qualifications

· Minimum 2 years of experience in related industry dispatch and coordination.

· Geographical knowledge of service area and/or map reading skills.

· Advanced communication and customer service skills.

· Experience in using Microsoft Word and Excel.

• Ability to Learn and use a variety of software programs.
• Ability to operate a personal computer and related equipment.

· Ability to pass a background check and drug screen.

· Willingness to adapt to change.

· GED or High School Diploma

Physical Demands and Work Environment

Physical Demands:

· Ability to sit for prolonged periods of time.

· Must have sufficient auditory functioning and visual acuity to operate computer-aided call management hardware, software and communications equipment.

· Ability to work under stressful conditions and may be exposed to verbal confrontations.

· Must be able to work extended hours, nights or weekends.

· Work assignments may be performed with or without reasonable accommodation to a known disability

Working Environment:

· General office environment.

Schedule:

Monday - Friday 7 am to 7 pm with a 1 hour break

Weekend shifts do receive a 15% shift differential!

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• No weekends
• Overtime

Experience:

• Dispatching: 2 years (Required)

Work Location: In person