Req ID:1856 Category:Administrative/Clerical Location Name:XtraMile Location Address:7830 Byron Dr, Suite # 7, Riviera Beach, FL 33404 Status:Full-Time

Position Title: Dispatcher

Reports To: Customer Service Manager or Operations Manager

Status: Full-time, Regular position

Category: Customer Service

Location Name: Xtra Mile Cooling, Plumbing & Electric

Address: 7830 Byron Dr # 7, West Palm Beach, FL 33404

Anticipated Schedule: Tuesday - Friday 9:00am - 6:00pm and Saturday 7:30am - 5:30pm

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team?

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

 

Position Summary:

The Dispatcher is responsible for coordinating the daily scheduling and dispatching of field technicians to job sites. This role serves as the primary point of contact between customers and field staff, ensuring efficient communication and timely service while prioritizing jobs based on urgency and availability. The ideal candidate will possess strong multitasking abilities, excellent customer service skills, and proficiency in dispatching software to streamline operations and meet service level agreements.

Key Responsibilities:

Answers incoming phone calls from customers and assists call or routes call to appropriate personMaintains good customer relations and ensures that all calls meet Service Experts’ standardsReceive and prioritize incoming service requests from customers, carefully documenting details related to the issue and location.Utilize dispatching software to efficiently schedule and assign field technicians to job sites based on their availability, skill set, proximity to the location, and service call priority.Monitor technicians' schedules and job progress throughout the day, making necessary adjustments and reassignments to maximize productivity and ensure timely service.Act as the main point of contact between customers and field staff, providing updates on technician arrival times, service status, and addressing any customer inquiries or concerns.Maintains customer records by updating account informationAdheres to CPI compliance regulations when taking payments over the phoneUpdates capacity planner whenever calls or booked, rescheduled or cancelledContinually maintains working knowledge of all company products, services, and promotionsReliable attendance and on-time job performance

Qualifications:

High school diploma or equivalent with 1-year experience working in dispatch or another coordinating environmentExperience or training the use of computers and related systems in an administrative office environmentMust be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.Excellent customer-service, communication, and interpersonal skillsEffective communication skills to communicate with customer and to resolve customer issues, complaints, or concernsAbility to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.Ability to work effectively in both a team and an independent environmentAbility to make decisions based on established guidelines and proceduresAbility to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidenceEffective organizational and time-management skills. Must be able to prioritize work based on service demandsAn understanding and knowledge of the HVAC/Refrigeration Industry is an asset

What Do We Offer You as a Service Experts Employee?

Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.

Competitive Pay, including incentive opportunities for many positionsPaid Time Off and Company Holiday PayMedical /Dental /Vision Insurance programs401(k) Retirement Savings Plan with company matching contributionsLife Insurance, for you and options you can elect for your familyShort-term and Long-term disability insurance options, that protects you and your family if you are unable to workSupplemental benefit programs such as: Legal advice, pet insurance, health advocacy programsWorld Class Training opportunities through our Experts UniversityCareer Development opportunities

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