What are the responsibilities and job description for the Service Dispatcher position at Leslie's?
DIVE IN TO A NEW CAREER WITH LESLIE'S:
Leslie's Pool Supplies is the "World's Largest Retailer of Swimming Pool Supplies." With over 1,000 retail stores in 39 states plus PRO, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie's. With over 60 years of providing best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our Team Members feel valued and are enthusiastic about the contributions they make to the success of Leslie's
Job Overview:
The Service Dispatcher coordinates pool equipment service requests through the use of scheduling software. Responsible for maintaining superior customer service levels in assigned districts. Will interact with Service Managers, Service Technicians, Customer Service Representatives Commercial Account Executives, and stores on service appointments and ensure superior customer service. Will interface with customers and service technicians to analyze problem types and schedules to maximize efficiency and minimize cost. Advise necessary personnel of schedule changes and communicate timely with customers. Will work with CSRs to resolve questions and provide solutions and guidance
Responsibilities:
- Monitor technician schedules to ensure timely arrival to customer appointments and notify customers if a technician is running behind.
- Ensure all same-day and next-day calls are routed, locked, and dispatched appropriately.
- Address and reschedule any calls dropped by the optimizer, ensuring no unscheduled calls are left.
- Respond promptly to all emails, text messages, and Slack messages; text messages immediately, emails within an hour, and ensure no communications are left unanswered by the end of the day.
- Follow up on "on hold for parts" calls from the previous day to maintain service continuity.
- Track and coordinate part orders for warranty repairs, ensuring proper scheduling and follow-up.
- Maintain superior customer service levels within assigned districts.
- Coordinate and monitor service requests and appointments using web-based scheduling software.
- Collaborate with Service Managers, Technicians, Customer Service Representatives (CSRs), and Customer Account Executives (CAEs) to resolve scheduling and customer issues.
- Optimize scheduling to improve efficiency and minimize operational costs.
- Communicate any potential service delays to customers and field teams, ensuring all customer commitments are met.
- Receive and respond to all customer service requests in a timely manner.
- Handle inbound calls for service requests and make outbound calls for pool closing season.
Qualifications:
- Ability to multitask
- Excellent verbal and written communication skills and exceptional phone etiquette.
- Microsoft Word, Excel, and Internet Explorer proficiency with above average keyboarding skills.
- Consistently positive, professional interaction with contacts at all levels.
- Previous scheduling/dispatching experience.
- 2 years of retail or call center customer service experience.
- History of good attendance and work habits
- Ability to learn the ‘technical’ aspect of the swimming pool industry.
- Able to work flexible work schedule and weekends, with mandatory overtime
Leslie's provides a robust benefits package, including
- Comprehensive medical, pharmacy, dental, & vision plan options.
- Health savings account (with enrollment in the high deductible health plan option).
- Health & dependent care flexible spending accounts.
- Company-paid basic life and AD&D insurance.
- Voluntary supplemental life insurance.
- Company-paid short-term disability and voluntary long-term disability insurance.
- Pre-tax and Roth 401(k) with company match.
- Paid vacation, sick, and bereavement leave.
- Paid holidays, including a floating personal day.
- Employee assistance and wellness programs.
- Earned Wage access is available, allowing early access to a portion of your earned wages before payday.
- Product discounts at Leslie’s Retail stores.
Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives
