Dispatcher

Job Summary: We are seeking a highly organized and proactive Dispatcher to join our dynamic team. This role involves coordinating and scheduling service calls, booking sales leads, making outbound calls, and ensuring clear communication between technicians, sales teams, and management. The ideal candidate will be skilled in multitasking, be detail-oriented, and have excellent communication skills to ensure that the right tech/salesperson is assigned to the right call in a timely and efficient manner. 

Key Responsibilities: 

• Answering Phones & Booking Sales Leads: 
• Answer inbound calls promptly, providing excellent customer service and booking sales leads. 
• Make outbound calls as needed to follow up on leads and service requests. 
• Assigning and Managing Boards: 
• Assign calls to the appropriate technicians, ensuring a smooth and efficient workflow. 
• Assign specific boards to different departments such as Sewer Sales, HVAC Comfort Consultants, Drain Tech Calls, Plumbing Sales, and Water Quality. 
• Ensure that technicians consistently return to the same clients for follow-up calls. 
• Managing Call Timelines: 
• Proactively reach out to clients when rescheduling or when there are delays. 
• Notify technicians immediately of any cancellations or added calls via email or phone. 
• Communicate with managers regarding any issues that arise with scheduled calls. 
• Monitoring Technicians: 
• Track technician time at each call and check if they require additional support. 
• Ensure calls are booked for the appropriate time frame based on urgency. 
• Urgency and Prioritization: 
• Prioritize urgent calls (e.g., mainline emergencies, interior drains) and assign them based on urgency and technician availability. 
• Move calls up in the schedule to ensure techs remain busy and productive. 
• Ensure all calls are assigned by the end of each shift. 
• Coordination with Managers and Teams: 
• Collaborate with Service Dispatch, Managers, and other team members to ensure optimal scheduling and service delivery. 
• Send follow-up emails and messages to communicate changes, including when calls are rescheduled, cancelled, or added. 
• Sales and Performance Goals: 
• Assist HVAC and Sewer Sales teams in meeting their monthly goals by ensuring calls are assigned efficiently and correctly. 
• Track sales reporting and ensure sales teams are on track for success. 
• Proactive Scheduling: 
• Be proactive in scheduling and preparing boards in advance, looking ahead to the upcoming days and ensuring all calls are covered. 
• Monitor and update all booked calls to reflect urgency and correct timing. 
• Special Cases and Alerts: 
• Manage special cases such as interior drains, emergency only calls, and out-of-area calls. 
• Ensure proper communication with managers regarding these cases and adjustments to the schedule. 
• Monitoring and Reporting: 
• Keep track of Drain Tech hours and ensure all teams are operating at maximum capacity. 
• Track and report on sales, ensuring that sales teams are reaching their targets each month. 

Goals and Expectations: 

• Ensure the right technician is assigned to the right call. 
• Respond to all communications within 5 minutes or less. 
• Stay ahead of the schedule, anticipating issues and solving them proactively. 
• Ensure all calls are scheduled and assigned by the end of each shift. 
• Maintain a high level of organization and communication to ensure smooth operations. 

Required Skills and Qualifications: 

• Proven experience in dispatching or customer service roles, preferably in the HVAC, plumbing, or service industry. 
• Excellent communication skills, both verbal and written. 
• Strong organizational skills with the ability to manage multiple tasks simultaneously. 
• Ability to prioritize tasks based on urgency and importance. 
• Proficient in Microsoft Office and dispatching software (experience with service scheduling tools preferred). 
• Ability to work independently and as part of a team in a fast-paced environment. 

Work Environment: 

• Full-time position with varying shifts depending on business needs. 
• May include evening hours (until 7pm) and weekends.