Summary:
The primary responsibility is to dispatch technicians using the tech score metric and the Top Techs Rolling 14 Days Report to achieve monthly goals for technician lead conversion, A.S.A.P. membership sales, and reduced go-backs. Ensure that we deliver a 5-star experience to all customers throughout each day.
Pay: $18-$20 an hour plus quarterly bonuses.
About the Company:
At Anthony Plumbing, Heating, Cooling & Electric, we have hired people who share our passion for helping customers feel at home since 1951. If you have a passion for service and safety and desire a long-term career with growth and development opportunities, consider making Anthony your new home. We are perhaps the fastest-growing Plumbing, Heating, Cooling, and Electric company in the Kansas City Metro, and we pride ourselves in employing the “Technicians You Can TRUST With Your Housekeys! ®
Responsibilities:
- Works with fellow dispatchers on any pivots or department needs.
- Assist fellow dispatchers if they are falling behind with their department emails.
- Reschedules as needed.
- Filling the board when short of the daily maintenance goal for the day.
- Training new co-workers in Dispatch.
- Sending updated texts as assigned.
- Assist in booking calls for technicians when needed.
- Dispatching personnel daily for maximum efficiency based on parts, tech score, tech availability, and location of the call.
- Clear and effective communication with technicians, department managers, other departments, and the team.
- Providing clear communication to service technicians of service needed and if parts are required for same-day calls.
- Inform the customers of the expected arrival of technicians.
- Maintaining accurate ETAs from technicians via phone/email to ensure time management.
- Works with the Dispatch Manager to provide daily scheduling information to best utilize service personnel. Requesting same-day inspections/tune-ups as needed to fill the schedule.
- Scheduling parts as assigned.
- Scheduling oil changes as needed.
- Entering service department schedules (HVAC, Plumbing, Electric) as needed.
- Works with CED to provide scheduling information if necessary to best utilize personnel and maintain customer satisfaction.
- Other duties as assigned by the Dispatch Manager.
Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities.
- Education/Experience: High School Diploma. Possess at least two years of Dispatch and/or Customer Service experience.
- Language Skills: Ability to write routine reports and correspondence. Ability to speak effectively before groups and/or co-workers of the organization.
- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Reasoning Ability: Applying common sense understanding in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Computer Skills: The individual should know how to access and use the internet and have a good working knowledge of Data Entry (inventory), Spreadsheets, and Word Processing software. Microsoft Outlook knowledge and experience is helpful.
Physical Demands:
An employee must meet the physical demands described here to perform the essential functions of this job successfully. Must be able to sit, reach, stoop, kneel, crouch, crawl, hear, talk, lift, and/or maneuver up to 50 pounds, type, and write. Reasonable accommodations may be made for those individuals with disabilities.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Application Question(s):
- Are you willing to submit to a company sponsored background check and drug screen, according to local laws and regulations?
Experience:
- Customer service: 2 years (Preferred)
- Dispatching: 2 years (Preferred)
Work Location: In person