What are the responsibilities and job description for the Dispatcher position at Rite Way Heating Cooling & Plumbing?
JOB SUMMARY
The Dispatcher is responsible for fielding phone calls to ensure the right service technician is dispatched to the right customer at the right time.
DUTIES & RESPONSIBILITIES
- Receive, coordinate, and disseminate calls for HVAC, Plumbing, Electrical, and Sewer departments.
- Prioritize incoming calls, determine type of response needed, and dispatch accordingly.
- Obtain complete and accurate information.
- Communicate clearly both verbally and in writing to receive and convey instructions to perform the duties of the job being dispatched.
- Communicate with co-workers, other departments, and the public to obtain or provide information.
- Provide quality customer service to internal and external customers.
- Demonstrate interpersonal skills in interactions with coworkers, supervisor, and technicians.
- Maintain computer logs and records.
- This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive, but representative; other duties may be assigned.
COMPETENCIES FOR SUCCESS
- Communication
- Customer Focus
- Dependability/Productivity
- Interpersonal Skills
- Organization Skills
- Quality
- Results Orientation
- Problem Solving
- Decision Making
REQUIRED SKLLS & ABILITIES
- Strong communication skills and ability to collaborate effectively.
- Continuously demonstrates empathy and positive attitude.
- Works well in high stress situations.
- Results driven self-starter who takes initiative, recommends solutions, and demonstrates high level of professionalism.
- Ability to de-escalate and provide solutions to customers before escalating to next management tier.
- Attention to detail and accuracy.
- Exceptional time management skills.
EDUCATION & EXPERIENCE
- HVAC industry experience.
- Service Titan software experience preferred.
PHYSICAL DEMANDS
- Must be physically able to lift, lower, push, and pull objects of up to 25 lbs. unassisted.
- Ability to stand, walk, climb, bend, stoop, and crouch for extended periods of time.
WORK ENVIRONMENT & CONDITIONS
- Office environment.
WORK SCHEDULE
- Shifts generally consist of work Mondays through Fridays between 7AM and 6:30PM, occasional weekend hours may be required at peak times.
REMOTE WORK ELIGIBILITY
- Not Eligible
