Dispatcher/Customer Service

DISPATCHER

POSITION SUMMARY

The Dispatcher is responsible for properly matching the service technician best suited for each call. Continually analyzing the scheduled and demand calls against the technician best suited to maximize lead opportunities, revenue, membership conversion, and customer satisfaction. The Dispatcher will ensure calls are prioritized based on profitability and customer service, following the dispatch guidelines of call classifications for General Air Conditioning and Plumbing.

ABOUT THE COMPANY

We are All Pro Heating and Air and we are growing by the day. Our mission is to restore comfort to your property by creating premium HVAC and plumbing solutions with our customers’ best interests at heart. We are results oriented and aligned in our pursuit to see every team member reach their personal, professional, and financial goals through the work we do together. Our core values are the backbone of our business and guide our hiring process: we are transparent, inspirational and accountable to each other and our clients.

OBJECTIVES

• Dispatching service and install calls/jobs
• Closing calls at completion from service and install
• Entering data in the call progress in real time
• Taking “stock” parts request orders and dispatching part runner
• Taking “order” parts requests and submitting requisition to warehouse
• Ensure incoming part’s orders are scheduled with the original tech (in a timely manner)
• Taking additional jobs, job changes, etc. from install, service and warehouse and making additions or changes to the dispatch board
• Recording truck stock used by technician when closing calls
• Make outbound calls to book tune ups, and recommendation when slow or not on mark for daily revenue goal
• During slow period assigns calls to top producer while letting the lesser producers go early
• Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls
• Ensure techs are taking lunches/breaks as appropriate as well as managing their total hours worked both daily/weekly
• Relay accurate information to technicians, ensuring proficient, quality customer experiences
• Solid understanding of how much time is needed on each individual job type and schedule accordingly
• Manage the whereabouts and needs of every technician in the field
• Cultivate strong relationships with field techs and clients to reduce the stress that comes with last minute schedule changes
• Record the results of each service call and create report summaries for senior management
• Be professional and establish customer rapport, encouraging repeat business.
• Respond to customer requests, resolving issues and promoting the brand
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders

COMPETENCIES

• Ability to exercise a high degree of good judgment and independence while evaluating situations and the ability to make split-second decisions
• Exceptional communication skills: You will be listening and speaking to people by phone, sometimes in some state of distress. Your ability to listen, speak plainly and communicate effectively will be necessary
• Ability to multitask: Dispatchers often are moving a lot of people around at the same time, tracking their movements and keeping tabs on what they need
• Problem-solving skills: You will need to be able to prioritize the most important situations, and think quickly on your feet
• High attention to detail
• Strong time management skills

EDUCATION AND EXPERIENCE

• High School Diploma or GED Required
• Bachelor’s Degree Preferred
• Minimum 2 years of customer service experience required

PHYSICAL REQUIREMENTS

• Ability to spend prolonged periods of time standing, sitting, or walking
• Must be able to lift at least 25lbs
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, All Pro Heating and Air recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to bosslady@callallproindy.com. Already a candidate? Please connect directly with your recruiter to discuss this opportunity.

Job Type: Full-time

Pay: $17.00 - $22.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• On call

Work Location: In person

Salary : $17 - $22