Service Dispatch Supervisor

Overview

Are you a detail-oriented and organized individual with a passion for providing exceptional customer service? Egan Company is seeking candidates for a Service Dispatch Supervisor position located in Champlin, MN to join our team! The position is responsible for monitoring dispatch activities, evaluating dispatcher performance, identifying improvement opportunities, taking phone calls and emails from customers, setting appointments, and coordinating the daily assignments for Service Field Technicians. Your ability to multitask, prioritize, and build strong relationships will play a key role as part of our Service team!

Responsibilities

The basic responsibilities of the Service Dispatch Supervisor include but are not limited to the following:

• Oversee Service Coordinators and their daily activities.

• Provide training, feedback and coaching to coordinators to align with the group expectations.

• Answer phones and make outbound calls with enthusiasm; promote Egan’s services and book / confirm appointments.

• Will work closely with Account Managers, Inside Sales and Labor Managers on day-to-day bases.

• Manage service calls for the group to ensure timely dispatching and completion.

• Make outbound phone calls and send emails to schedule Service Work.

• Maintain relationships with subcontractors and internal business groups.

• Route calls to the appropriate business groups.

• Maintain team's individual schedules using current scheduling software.

• Use Google Sheets to track and record the progress of service calls for the team.

• Back up other team members when they are out of the office.

• Set up and verify customer information within our ERP system for accuracy.

• Enter customer information and opportunities into Egan’s CRM software.

• Review call summary reports and distribute based on follow up needed.

• Manage customer portals to ensure work order completion.

• Works closely with the Contracts Administrator for timely completion of Preventative Maintenance.

• Continually evaluating process and technology to enhance efficiency.

• Ability to take the On-Call Phone on a rotating schedule.

• Assist in the completion of special projects and other duties as requested.

• Maintain professionalism, positive working relations, and open communications with Egan employees and customers.

• This position may require a start time between 7:00 am and 8:00 am and occasional after-hours support.

• Other duties as assigned.

Requirements

• High school diploma or equivalent required.

Qualifications

• 10 years Customer Service, Dispatch or relevant Call Center Experience.

• Desire to learn and continually improve.

• Some construction industry experience is preferred, but not required, such as low voltage, electrical, HVAC or plumbing.

• Excellent interpersonal communication skills. Ability to communicate with all levels of employees and customers.

• Ability to work with urgency in a fast-paced ever-changing environment, attention to detail, and a vigilant eye on how to grow the business.

• Strong organizational skills.

• Strong decision making skills.

• Ability to delegate effectively.

• Ability to work independently with minimal supervision.

• Proficient typing and computer skills.

• Team player mindset - willing to assist others as needed.

Working Conditions

• Performance of duties will primarily be in the office. This role is eligible for remote work one day per week, at manager discretion.

• Able to stand or sit for extended periods of time.

Benefits, Perks and Pay Beyond the Industry Standard

Egan supports team members and their families with comprehensive benefits. From robust healthcare benefits and generous paid time off, to flexible working options and career growth opportunities, Egan is committed to providing a workplace that helps you thrive both personally and professionally.

• Health and Well-being: in addition to medical, dental, vision insurance options, flexible spending accounts, life insurance, short-term, or long-term disability coverage, you're offered comprehensive mental healthcare and support for you and your family
• Retirement Plan: we offer robust retirement benefits with a 401(k) plan with company matching contribution and profit sharing
• Time-Off Programs: to help you recharge you’ll enjoy a generous PTO program and paid holidays
• Professional Development: we support education or career growth by offering educational assistance and regular learning and development opportunities
• Paid Parental Leave: utilize parental leave which allows for paid time off with a new child
• Rewards and Incentives: we recognize your contributions through additional rewards or compensation that may include an annual discretionary bonus, lead incentive program, and safety buck program
• Community Involvement: our “Beyond the Jobsite” program supports causes in the communities in which we live and work through regular volunteer events to connect with each other and help those in need

The benefits information listed above may not apply to union positions (benefits for union roles are governed by applicable collective bargaining agreements) nor part-time and temporary roles. View more information online about Egan’s investment in benefits for you. #LI-Hybrid

Salary Range: $70,000-$72,000 (subject to such factors as experience, education, and/or skill set) plus potential annual discretionary bonus.

Strong Culture Built on Values and Keeping Promises

At Egan, you’ll be part of a team that shares a passion for redefining the industry by setting a new standard of customer care. Together, we'll promote teamwork, embrace innovation, act with integrity, pursue growth, and prioritize safety. You’ll have the opportunity to grow and develop in a company committed to providing the growth and success you're looking for, both for yourself and for the customers you serve. You’ll love being part of success shaped by the strength of our team, which is enhanced by:

• Solid history as a legacy leader in specialty contracting and system integration for over 80 years
• Private ownership and operations by employees who work in the company (not a holding company or private equity firm)
• Engaging leadership who prioritizes your safety, your development, and your impact
• A proven track record of employee retention and loyalty
• Flexible and hybrid workplace models that prioritize collaboration and customer needs

From general contractors and architects to building owners and facility engineers, Egan collaborates throughout the entire construction or project process with the shared goal of maintaining best-in-class relationships with our internal teams, customers, and business partners. At over 1,000 employees occupying our offices and work sites, we aim to ensure every project is done with quality craftsmanship, integrity, and an aggressive commitment to safety. In fact, we’re proud to be recognized as one of America's Safest Companies for recurring years.

Application Instructions and Employment Practices

Egan Company will not discriminate against or harass any employee or application for employment because of race, color, creed, religion, national origin, sex (including pregnancy, gender identity, sexual orientation), disability, age, genetic information (including family medical history), veteran status, marital status, familial status, local human rights commission activity, or status with regard to public assistance.

We do not accept application materials by mail or email except as a reasonable accommodation for qualified disabled applicants. Individuals who are unable to use our online process due to a disability should email recruiting@eganco.com.

Creating and maintaining a safe and drug-free working environment is important to all of us. Employment with Egan requires successful completion of a pre-employment drug screening. We also participate in E-Verify.

Egan reserves the right to hire any individual without legal or financial obligation on unwanted solicitations. Any resume submitted to any employee of Egan without a prior signed search agreement will be considered unsolicited and the property of Egan.

No agency emails, calls, or solicitations will be accepted without a valid agreement.

Salary : $70,000 - $72,000