Dispatcher

The Dispatcher- is a key member of our operations team at Quality Plumbing, Heating, Cooling, and Electrical. This role is responsible for managing customer calls, scheduling service appointments, coordinating with field technicians, and ensuring timely service delivery. The ideal candidate will possess excellent communication, organizational, and customer service skills, and will work closely with both customers and field teams to ensure the highest level of service and satisfaction.

What We Do

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

The Big Task

You will evaluate customer calls and match the right technician to every job based off facts. Utilizing the Priority Matrix and Tech batting order based on KPI's.

Key Responsibilities:

• Customer Service: Answer incoming customer calls and provide professional, friendly, and helpful assistance.
• Scheduling: Efficiently schedule and dispatch service appointments for technicians, ensuring optimal route planning and resource allocation.
• Communication: Act as a liaison between customers and technicians to ensure clear communication regarding service requests, appointment status, and any updates or changes.
• Work Order Management: Accurately create, update, and track service orders in the company’s dispatch system. Ensure all relevant job details are recorded and communicated to technicians in a timely manner.
• Problem Resolution: Address customer inquiries or issues and resolve scheduling conflicts or concerns with a focus on customer satisfaction.
• Coordination: Monitor technician schedules throughout the day and make adjustments as needed to accommodate changes in service needs or emergencies.
• Service Excellence: Ensure all appointments are completed within the scheduled time frames and follow up with customers to ensure satisfaction with the services rendered.
• Team Collaboration: Work closely with the operations and management teams to ensure smooth workflow and effective problem resolution.
• Data Entry and Reporting: Maintain accurate records of customer interactions, appointments, and completed work. Prepare reports as needed for management.
• Safety and Compliance: Ensure that all dispatching procedures adhere to company policies, safety standards, and regulatory requirements.

Qualifications:

• Experience: Previous experience in dispatching or customer service is preferred, ideally within the plumbing, heating, cooling, or electrical industry.
• Communication Skills: Strong verbal and written communication skills; ability to communicate effectively with customers and technicians.
• Organizational Skills: Highly organized, with the ability to prioritize tasks and manage time efficiently in a fast-paced environment.
• Problem-Solving: Ability to think quickly and resolve scheduling conflicts or customer concerns in a positive manner.
• Technology Proficiency: Comfortable using scheduling software, dispatch systems, and basic office software (e.g., Microsoft Office Suite, Google Workspace). Experience in Service Titan & GPS Tracking software is preferred but not required.
• Team-Oriented: Collaborative attitude with a strong focus on working together to achieve team goals and ensure customer satisfaction.
• Customer Focused: A positive and friendly attitude with a genuine desire to assist customers and ensure a great experience.

What We Offer

• Medical Insurance, Dental Insurance, vision, life insurance, short-term disability
• New technology, access to integrated software & training on the software.
• 401k Plan with a company match
• 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 Quality Plumbing Heating and Cooling.

At Quality Plumbing, Heating, Cooling, and Electrical, we are committed to providing exceptional service to our customers. If you are a motivated and customer-focused individual with a passion for helping others, we encourage you to apply and join our team!

If this sounds like you, spend a little time learning about Quality Plumbing Heating and Cooling & Electrical , by visiting www.quality-pm.com. When you're ready, come by our office at 405 Donovans Lane Kodak, TN 37764 to apply for this position.

Equal Opportunity Employer

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

Salary : $18 - $22