DISPATCH LEAD

Company: D and F Plumbing
Location: Vancouver
Posted on: February 22, 2021

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