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Dispatcher (Includes Customer Service)

  • Do you enjoy solving puzzles and playing Tetris?
  • Are you good at analyzing information and priorities, and then quickly coordinating your work?
  • Do you like people?  Are you a customer service or dispatch professional that is able to display empathy, while still being assertive?
  • When you see a stranger drop money from their pocket, do you yell and run after them to hand it back to them?  Are you an outgoing personality?

Join us at HomeWorks Plumbing, Heating, Air! Help us help our customers feel comfortable in their own homes!

HomeWorks is the market leader for residential Plumbing & HVAC service in the Twin Cities. We are proud of our past and even more excited about our future. Our customers love us and keep recommending our services, so we're trying to keep up with the constant demand.

SUMMARY DESCRIPTION:

Maximize revenue opportunities by matching the appropriate service call to each technician by opportunity levels. Monitor and continually adjust our scheduling board to maximize our capacity. Efficiently schedule parts as they arrive to meet the customers’ needs and generate revenue.

DUTIES & RESPONSIBILITIES:

  • Support over multiple Field Technicians
  • Match the best suited job to the most appropriate Service Technician, considering several factors, such as specialty expertise, opportunity level, and geography to maximize our revenue potential
  • Work effectively with the Support Services Manager, Service Manager, Field Supervisors, Contact Center, and Dispatch team to ensure customer service and company objectives are met
  • Dispatch to Service Technicians timely with accurate information for incoming customer orders, order status, and information regarding assignments
  • Address customer concerns and ensure a timely resolution to their problem
  • Build relationships with Service Technicians to garner trust
  • Process customer orders/changes according to established policies and procedures
  • Respond to customer inquiries via telephone, partnering with all departments to meet and exceed customer service expectations
  • Follow scripts provided to overcome objections and capture appointments
  • Provide timely feedback to company regarding service failures or customer concerns
  • Maximize capacity of the scheduling board by scheduling part installs, moving calls up when running ahead of schedule, etc.
  • Analyze work orders to correct inaccurate information so it can be dispatched properly
  • Constantly evaluate the Dispatch board to catch potential issues
  • Proactively move up calls to find appropriate call for the technician
  • Perform other related duties, as assigned by the Manager

MINIMUM QUALIFICATIONS:

  • High School Diploma or GED
  • 1+ year of Business Coordination/Analysis and/or Customer Service experience
  • Strong interpersonal skills with the ability to tactfully and diplomatically diffuse contentious situations
  • Strong customer orientation with ability to display empathy while being assertive
  • Time Management:  ability to organize and manage multiple tasks efficiently
  • Strong computer skills
  • Focus and excellent attention to detail
  • Exceptional verbal and written communication skills in English language
  • Ability to learn quickly, think proactively, recognize & establish priorities, and use independent judgment
  • High performance team player that functions well under pressure in a busy environment
  • Commitment to company values

PREFERRED QUALIFICATIONS:

Additional years of Business Coordination/Analysis and/or Customer Service experience

HomeWorks is proud to offer:

  • Competitive pay ($17-22/hr DOE + monthly KPI bonuses)
  • Advancement opportunity
  • Continuous training & professional development
  • Generous PTO (Paid Time Off) awarded
  • 7 paid holidays
  • Medical, dental, vision, life, long & short term disability insurance and a flexible spending account
  • 401(k) Retirement plan
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