What are the responsibilities and job description for the Call Center Dispatch Coordinator, Weekdays Only position at American Electrical Contracting Inc?
Join a Rapidly Growing Electrical Services Company!
Company: American Electrical Contracting
American Electrical Contracting is a dynamic electrical contracting company with a 25-year history of providing exceptional service with a focused customer first approach. Our rapidly growing Electrical Residential Services division is seeking a Call Center Dispatch Coordinator to join our team and help us scale our Residential Service Division. This is a critical role, perfect for a highly organized, detail-oriented individual with a passion for exceptional customer experience and team development.
About the Role
As the Call Center Dispatch Coordinator, you will be at the heart of our Call Center Operations, ensuring timely, efficient, and high-quality service for all customer needs. You will be responsible for managing and dispatching Professional Service Technicians to electrical home repair and replacement projects.
This role requires leadership skills to guide and mentor our Customer Experience Specialists while working closely with our Field Professionals to ensure the highest standards of service. As our company grows, you will play an instrumental role in developing systems, processes, and strategies to maintain exceptional service and customer satisfaction.
Key Responsibilities:
- Dispatching and Scheduling: Oversee the scheduling and dispatching of Service Professionals based on skillset, availability, and urgency of the job.
- Customer Communication: Serve as the primary point of contact for customer inquiries, providing timely updates and solving escalated customer solutions.
- Team Leadership: Lead, motivate, and support a growing Team of Call Center Professionals. Train and mentor new Customer Experience Professionals and foster a collaborative, high-performance culture.
- Performance Monitoring: Regularly assess Service Professionals performance and provide feedback to ensure the best possible service.
- Process Optimization: Identify and resolve scheduling conflicts, inefficiencies, and areas for process improvement as the company grows.
- Collaboration: Partner with Service Professionals and Management to ensure smooth communication and execution of services, always focusing on a positive Customer Experience.
Requirements:
- Proven Leadership Experience: Demonstrated experience in managing and leading teams in a fast-paced, high-growth environment.
- Strong Communication Skills: Exceptional written and verbal communication skills, with the ability to maintain clarity in high-pressure situations.
- Organizational Skills: Ability to manage multiple tasks, prioritize efficiently, and handle a high volume of service requests.
- Problem-Solving Abilities: Strong analytical skills to resolve scheduling conflicts and adapt quickly to changing needs.
- Experience in Home Services Call Center Leadership: Prior experience in the Home Services Call Center industry is a plus.
- Tech-Savvy: Experience with dispatching software (ServiceTitan preferred) and proficiency in Microsoft Office Suite.
- Commitment to Excellence: A total commitment to customer satisfaction and maintaining a positive, team-oriented work environment.
Nice-to-Haves:
- ServiceTitan Experience: Experience with ServiceTitan or other home service management software is highly desirable.
- Advanced Administrative Skills: Ability to handle various administrative tasks and reporting.
- Industry Knowledge: Prior experience in the electrical or home services industry is a bonus.
Compensation & Benefits:
- Competitive Salary: based on experience and qualifications.
- Bonus Potential: Opportunity to earn bonuses based on performance metrics.
- Comprehensive Benefits Package:
- Discounts on life, dental, and vision insurance
- 401k with up to a 5% match
- Health Savings Account
- Onsite Work Out Gym
- Paid vacation and holidays
- Employee Referral Program
Why Join American Electrical?
- Career Growth: As we scale you will be an integral part of that growth and have opportunities to grow as well.
- Positive Work Environment: We prioritize a supportive, positive work culture where your contributions are valued.
- Innovative Company: We invest in technology and tools that streamline operations, allowing you to do your best work.
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- No weekends
Work Location: In person
Salary : $20 - $25
