Job Description
Position: Dispatcher
Department: Operations
Reports to: Operations Manager
Compensation: $41,600 – $ 60,000 annual salary plus bonus and commission potential of $20,000/year
** Candidates not currently located in the Greater Atlanta area will not be considered for employment. This is an in-office position full-time position. It is not remote.
** Applicants must reside in and be legally authorized to work in the United States. Verification will be completed before a hiring decision is made.
Precision Heating & Air is seeking an experienced dispatcher to work in our fun, fast-paced Dallas, GA office.
Position Summary
The Dispatcher at Precision Heating and Air plays a crucial role in ensuring the efficient scheduling and dispatching of service technicians. This position is responsible for maintaining the daily schedule, prioritizing service calls, monitoring the appointment schedule, contacting customers regarding any delays, and updating the customer database after each service call. The Dispatcher contributes to the overall operational efficiency and customer satisfaction of the company.
Duties and Responsibilities
1. Maintain the daily schedule for all service technicians and dispatch technicians as service calls are completed.
2. Prioritize service calls based on operational needs, such as assigning the right technician to the right call.
3. Monitor the appointment schedule throughout the day, making adjustments as necessary to accommodate changes or emergencies.
4. Contact customers if there is a delay in their scheduled service time, providing updates and alternative options.
5. Maintain accurate and updated information in the customer database after each service call, following the debriefing procedure.
6. Communicate effectively with service technicians, providing clear instructions and ensuring they have all necessary information for each service call.
7. Coordinate with other departments, such as customer service and sales, to ensure smooth scheduling and dispatching processes.
8. Utilize dispatch software or tools to efficiently manage and track service requests and technician availability.
9. Handle customer inquiries and concerns professionally and promptly, resolving issues or escalating them to the appropriate department.
10. Collaborate with the Client Care Director to identify and implement process improvements for increased efficiency and customer satisfaction.
11. Adhere to performance metrics and targets set by the company, such as response time and customer satisfaction ratings.
12. Stay updated on company policies, procedures, products, and services to effectively communicate with customers and technicians.
Qualifications and Skills
1. High School diploma or equivalent.
2. Previous experience in dispatching or a related field is preferred.
3. Excellent communication and interpersonal skills.
4. Proficient in using computer systems and software applications, including dispatch software and customer database management.
5. Strong organizational and multitasking abilities.
6. Ability to work effectively in a fast-paced environment and handle multiple service calls simultaneously.
7. Problem-solving and decision-making skills to prioritize and assign service calls appropriately.
8. Detail-oriented with a focus on accuracy and attention to detail.
9. Ability to remain calm and composed under pressure and effectively manage stressful situations.
10. Positive attitude and the ability to work independently and as part of a team.
11. Flexibility to work occasional evenings, weekends, or holidays as needed.
This job description is a general outline of the responsibilities and qualifications expected in this position. The Dispatcher may be required to perform additional duties not listed above as requested by the Operations Manager or other members of the management team.
