What are the responsibilities and job description for the Dispatcher position at West Allis Heating, Cooling, Plumbing & Electrical?
Looking to TRADE up from a job to a career? West Allis is looking for an experienced Dispatcher.
*****$1,000 Sign-On Bonus*****
Why join THIS team?
- Medical, Prescription, Dental, Vision
- Disability & Term Life Insurance
- Matching 401k benefits
- On-going training & development, & growth opportunities
- Paid Holidays
- Paid Time Off (PTO)
What you will do:
- Convert incoming customer calls into booked service appointments.
- Knowledgeably prioritize calls according to importance and urgency
- Respond to customer requests, resolving issues and promoting the brand.
- Schedule appointments with clients using the right tech/right call guidelines
- Data entry into the computer system to track calls and client information as necessary
- Receive emergency and non-emergency calls and record significant information as necessary
- Knowledgeably prioritize calls according to importance and urgency
- Monitor field technicians in order to effectively prioritize their schedules and use of time
What you bring:
- Previous customer service experience
- Strong attention to details
Who WE Are:
We are a family-owned and operated company, with a small business feel, but large business size, growth, and stability. We have hard-working teams that are dedicated to the company's continued success and are rewarded well for their contributions.
We prioritize our employees and welcome you to the family through on-going training, and unmatched rewards, like full benefits, and a 401k match. With no salary cap, your effort determines your paycheck!
If this sounds like something you would like to join for a long-term career move, apply today!
Responsibilities
Who/What Are We Looking For?
- Coordinate the transportation movements of the technicians
- Must keep track of the drivers’ schedules as they change throughout the day
- Keep track of the technicians’ start and departure times
- Must maintain a matrix with the techs’ routes, start location, specialty tools and qualifications to be able to assign the right call to the right tech
- Requires interaction with drivers daily
- Anticipate problems with routes and parts by making quick sound decisions
- Respond to special requests from customers related to jobs performed by a technician
- Order parts for special orders
- Maintain techs’ vacation, sick and weekend schedules
- Follow up on all pending/ recommended work
- Forecast workload for 2-3 days out
- Contact customers with parts pending and status of parts
Qualifications
Qualifications:
- Dispatch experience highly preferred
- Ability to pass a background check
- High school diploma (or GED)
- Demonstrate passion for excellence with respect to treating and caring for customers
- Strong decision-making abilities
- Ability to identify customer needs and clearly articulate product and service offerings
- Highly developed sense of integrity and commitment to customer satisfaction
- Meet all attendance and dependability requirements
- Team player
- Multitasking and time management skills with the ability to prioritize
Core Competencies:
- Strong verbal and written communication skills
- Comfortable in navigating through multiple software systems and windows simultaneously
- Ability to show empathy when responding to customer’s needs
- Must be flexible with the ability to adapt to changes quickly and think conceptually
