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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.
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
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
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)
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