DISPATCH LEAD
Company: D and F Plumbing
Location: Vancouver
Posted on: February 22, 2021
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Job Description:
Job Summary D&F Plumbing requires an organized team-player
with a big-picture mindset for the Lead Dispatcher position. This
essential role has a wide range of responsibilities as you
orchestrate the day's dispatching operations, evaluate customer
calls, and match the right technician to the right jobs that
maximize every opportunity. In this lead position, we expect an
extraordinary communicator with strong multitasking skills who can
strategically coordinate our team like a champ! Further, this role
demands a Service Titan enthusiast - someone who's already
experienced in the software and can work with our Service
Coordinator to make the most of the scheduling and dispatching
system. At D&F Plumbing, we pride ourselves on employee
satisfaction and reward loyal and enthusiastic members of the team.
This fundamental role comes with opportunity for growth and
expanded responsibilities in a nearly 100-year old business.
Responsibilities --- Answer and handle all technician calls
regarding appointment setting, rescheduling, customer follow up,
permitting, general customer questions or concerns, and any other
needs of the field team --- Schedule and reschedule customers and
assign technicians efficiently and accurately to improve dispatch
and service time-frames and reduce cancellations --- Assign
technicians and field team in the most efficient and cost-effective
way for both the company and customer --- Manage accuracy and
efficiency of after hours calls, dispatch coordination, procedures,
payments, and proper after hours invoices daily Position Lead
Dispatcher Employment Salary, Full-time Status Permanent Benefits
Included --- Inform supervisors of job progress, customer
relations, field team relations, material administration and other
matters affecting service operation, including customer concerns,
to expedite resolution --- Communicate with customers on the
technicians' status, such as delays that occur or resolutions to
issues --- Quickly respond to last-minute schedule changes and
emergencies, and relay any rescheduling needs that are beyond your
control to the appropriate team member --- Build sustainable
relationships, positive rapport and trust with technicians over the
phone --- Support management by monitoring employees' use of
Service Titan to ensure it's being used accurately and to full
capacity and, if needed, escalate issues to the appropriate
supervisor for employees to be retrained or customers to be
contacted --- Be well-versed with all aspects of the mobile side of
Service Titan and its use in the field --- Answer questions
regarding Service Titan mobile iPad use for technicians and train
new hires on iPad use as needed --- Update customer information for
accuracy as needed during and after each call --- Stay up-to-date
on any procedural changes or new goals for the business, relevant
to your position --- Maintain a high level of professionalism and
patience with coworkers and customers --- Follow communication
procedures, scripts, guidelines and policies --- Punctual and
committed to regular attendance --- Securely take and protect
private information of the company and customers --- Alleviate
workload for miscellaneous office duties including answering
phones, responding to emails, taking payments, data entry, word
processing of proposals, field support, project management,
inventory, purchase of materials, and various other duties --- Job
entails sitting and/or standing for extended periods of time (up to
4 hours) and may require occasional physical lifting(up to 30
pounds) Skills & Qualifications --- Prior experience using Service
Titan software and GSuite --- 2+ years in dispatching --- Punctual
and committed to regular attendance --- Computer and typing
proficient, 40+ wpm --- Good physical health with the ability to
lift up to 30 pounds --- Strive to implement systems that benefit
the team of employees and D&F Plumbing as a whole Employment
Type: Full Time Years Experience: 3 - 5 years Salary: $42,000 -
$50,000 Annual Bonus/Commission: No
Keywords: D and F Plumbing, Vancouver , DISPATCH LEAD, Other , Vancouver, Washington
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