What are the responsibilities and job description for the Dispatcher | NOW HIRING position at SALT Service Co.?
Discover why SALT is an exceptional company to be a part of. Joining SALT means becoming a member of a rapidly expanding organization that prioritizes a balanced and healthy home and work life, embraces an attitude of excellence, and, above all, treats its team like family. As Austin, TX's most trusted expert in Home Services, SALT excels in delivering a white glove service to customers requiring expert services and repairs. If you appreciate collaborating with high-performing, motivated, and passionate individuals within a supportive environment, then SALT is the ideal workplace for you!
Our Mission: To Serve Our Community and Team Members With Love and Integrity.
ABOUT THE POSITION:
Join an industry-leading team at SALT Service Co and become a valuable member and an industry leader where innovation, expertise, and a dedication to excellence converge. With a well-established presence in the residential services sector, we are committed to delivering top-tier solutions to our clients. SALT Service Co. is an expanding organization dedicated to delivering efficient and effective solutions to its clientele.
As a Dispatcher, you will play a crucial role in our operations by coordinating and scheduling services for our valued customers. The primary responsibility of this role is to coordinate appointments for technicians at customer sites, ensuring maximum productivity while serving as the crucial link between the company, technicians, and customers. The objective is to deliver outstanding customer service in alignment with Salt Service Company’s values.
RESPONSIBILITIES:
- Positive Customer Experience: Create and maintain a positive customer experience reflective of company values.
- Call Prioritization: Prioritize calls based on customer and operational needs.
- Technician Deployment: Utilize the department-specific technician skill set spreadsheet to assign the right technician to each job.
- Debrief and Review: Debrief with technicians after each job and conduct a thorough dispatch review.
- Daily Dispatch Checklist: Complete the Daily Dispatch Checklist at the beginning and end of each shift.
- On-Call Coordination: Coordinate and maintain on-call schedules for technicians and manage after-hours procedures.
- Scheduling and Database Maintenance: Schedule calls, enter service calls, and debrief with technicians. Maintain complete, accurate, and updated information in the customer database.
- Communication: Maintain regular communication with technicians via phone or online. Update customers promptly if there are delays.
- Administrative Duties: Perform administrative duties to enhance overall operational efficiency.
- Conflict Resolution: Effectively manage conflict resolution with customers through clear communication, addressing concerns, questions, or problems expediently.
- Issue Reporting: Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
- Team Collaboration: Address concerns, questions, and problems from both customers and technicians, fostering clear communication for conflict resolution. Participate in all company-sponsored training classes.
- Professionalism: Maintain a courteous demeanor with customers and associates at all times. Uphold a professional image by wearing company-approved apparel.
- Compliance and Safety: Abide by all standards of performance and ethics. Follow all safety policies and procedures.
- Additional Responsibilities: Perform other duties as assigned.
QUALIFICCATIONS:
- High school diploma or equivalent; additional education or training in customer service or dispatching is a plus.
- Minimum of 2 years of prior industry experience in dispatch and coordination preferred.
- Basic computer skills, including Word, Excel, and other relevant software.
- Strong attention to detail and follow-through.
- Ability to multitask in a fast-paced environment.
- Exceptional interpersonal and communication skills, both written and verbal.
- Ability to function effectively in a team environment.
- Geographical knowledge of the service area and/or map reading skills.
- Regularly spend long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment.
- Spends a majority of the workday on the telephone interacting with technicians and customers.
- Occasionally lift 5-10 pounds.
- Good visual acuity and sufficient auditory functioning to operate computer-aided call management hardware, software, and communications equipment.
- Ability to work extended hours, nights, or weekends.
SCHEDULE:
- Availability to work Monday- Friday anywhere between 7:00AM-5:00PM (dependent upon schedule)
SALARY:
- Competitive salary ranging from $41,200 to $52,000 based on experience and knowledge.,
BENEFITS:
- Competitive compensation and opportunities for performance-based incentives.
- Structured training programs and mentorship.
- Health insurance, dental coverage, life insurance, and retirement savings options.
- Paid holidays and vacation time.
- Family & friends discount.
- Gift card giveaways, company-sponsored trips (performance based).
- Opportunities for career advancement within the company.
- A positive and inclusive work culture that values your contribution.
- Open-door policy.
- Family owned & operated.
- The initial form of communication for this role will be via email. Please ensure your contact information is accurate and check your email regularly for updates regarding your application status.
We are enthusiastic about the prospect of having a skilled and dedicated Dispatcher join our team, contributing to the ongoing success and growth of SALT.
The SALT Family!
Salary : $41,200 - $52,000
