Call Center Manager/Dispatcher

You’re the best and you want to join a team that appreciates you, where you can create your own opportunities.

Who We Are

We keep on growing because we only hire the best, and our customers love us for it. We’ve been at this a long time and you’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. How much you feel appreciated when you don’t cut corners. How much we inspire ongoing training and education. How it feels to have customers rave about you and demand that you’re the only technician that works in their home. How much you can earn when you truly are the best. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.

What We Do

We are a team of home service experts who go the extra mile to ensure peak performance for your home’s electrical, generator and plumbing systems.

The Big Task

Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals.  Also, Dispatcher is in constant communication with Service, Maintenance and Install Technicians.  Communicates with the customer to ensure the customer is informed of scheduled appointments, to respond to inquiries, and to help resolve issues and problems.  Efficiently plans and routes the most-appropriate technicians in accordance with established guidelines and company procedures.  Work is performed in accordance with established processes and procedures in a fast-paced, constantly changing environment.

Key Sub Tasks

• • Generate an inbound and outbound call schedule to boost sales.
  • Supervise and train staff on how to convert calls into booked service appointments.
  • Manage dispatch to ensure the right technicians are matched to every job.
  • Author and refine call scripts so they’re clear, compelling and result in more appointments.
  • Get potential customers excited about the company and encourage them to spread the word.
  • Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
  • Become an expert of your market, know the customer needs and how best to engage them. 
  • Monitor performance of staff, review recorded calls and advise them on how to promote sales.
  • Adhere to the company’s plan for resolving customer complaints quickly and favorably.
  • Formalize a coaching and training platform that’s cost effective and measurable.
  • Show employees how their individual contributions matter to the company’s success.
  • Coach employees on how to build trust and demonstrate empathy with customers.
  • Regularly present reports to senior leaders in an easy-to-understand format.
  • Ensure sufficient staffing to match the business demand and seasonal spikes.
  • Responsible for scheduling service/maintenance calls and maintaining schedule for residential projects via communication of personnel requirements from Service Manager.

• • Answer all calls using script designated for this position
  • Detail oriented is a must for all information input into system. 
  • Dispatch according to Priority Matrix
  • Dispatch proper tech to calls according to skill set
  • Dispatch opportunity calls accordingly

Competencies For Success

• Proven track record in customer service, ideally in management.
• Patient, diplomatic leader who understands how to diffuse conflict and convey empathy.
• Ability to inspire and lead others to attain company goals.
• IT competent, specifically Microsoft Office.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Professional presentation and public speaking ability
• Personality that blends well with a fast-paced, goal-driven environment.

Desired Skills and Experience

If you can achieve the above and you find it fun and challenging - you have just the right amount of skill and experience.

What We Offer

• Our top performers are among the highest paid technicians in NE Ohio. You’ll have unlimited earning potential.
  
• Medical Insurance -- health, dental, vision.
• Retirement plan
• New technology & access to integrated software.
• State of the art tools, parts and supplies.
  
• A family. This is last on the list because it’s most important. We care about our team, and expect you to bring that same caring when you join. We do a lot more than just work together. You’ll come to love our company outings, and you’ll build life-long friendships at Beck Electric, Generators & Plumbing.

If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. If this sounds like you, spend a little time learning about Beck Electric, Generators & Plumbing by visiting beckservices.com. 

Equal Opportunity Employer