Dispatcher - IT Landes Company

OUR CORE TEAM FOCUS:

The HB Home Services division is an HVAC, Plumbing and Electrical contractor committed to creating a 5-star experience for our customers and employee-owners. We empower our employee-owners to make this a great place to work and create value. Our goal is for you to find a fulfilling, authentic working environment that exceeds your personal expectations while also honoring our mission, vision, and core values. A workspace where happiness is observed!

ROLE: Dispatcher

POSITION SUMMARY:

The Dispatcher’s primary objective is to get the right tech to the right job and create the most effective schedule to create a 5-star experience for our technicians and customers. Responsibilities include maintaining residential technicians’ daily schedules and dispatching technicians as calls are created and completed. All members of this team will have a strong commitment to creating a 5-star experience with everyone they meet while practicing and promoting our mission statement and core values.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Schedule service and/or preventive maintenance calls according to location and the skills and strengths of technicians.

· Plan, schedule, and dispatch technicians in an efficient manner, assessing technicians’ schedules to gain efficiencies.

· Own the dispatch board; ensure all calls are properly entered in customer database; technicians are dispatched to the appropriate location, and calls are completed in a timely manner.

· Review jobs to ensure correct materials are ordered.

· Collaborate with Customer Care and/or, managers, and/or supervisors to determine manpower needs and identify inefficiencies in providing a 5-star experience.

• Work with customers, as needed, to accommodate schedule changes.
• Assist in scheduling and coordinating fleet maintenance and repairs and maintaining fleet system with accurate information.
• Assist in fleet key and fuel card organization and replacements and assigning temporary vehicles for technician transportation.
• Maintain open communication with other dispatchers, technicians, and customer care team.
• Work with technician supervisors to meet objectives of the operational teams.
• Maintain a high level of professionalism with customers and employees; working to establish a positive rapport with every interaction.
• Monthly rotation as the afterhours on call representative (2-3 times per month)
• Serve as a backup for other dispatcher(s) as needed.
• Perform other duties, and attend meetings as assigned.

MINIMUM / PREFERRED EXPERIENCE AND EDUCATION:

• 2 years minimum customer care experience (dispatch experience preferred)
• Knowledge of plumbing and/or HVAC trades is preferred
• Must possess proficient computer and smartphone skills
• Top-notch communication and customer care skills
• Excellent organization and attention to detail
• Strong knowledge of local geography
• Ability to work as part of a team in a fast-paced environment.