Dispatcher II

Engineering Excellence; Blue Ash (OH); On-site; USD 22,000 - 39,000; Full time

Benefits offered by this job

Competitive Pay $16-$28 hourly DOE

Paid Time Off

Medical/Dental/Vision Insurance

401(k) with employer matching

Life Insurance

Disability insurance

Career development opportunities

Job summary

Engineering Excellence in Blue Ash, OH, is seeking a Dispatcher to coordinate daily scheduling and dispatch field technicians to job sites. You will be the main contact between customers and field staff, prioritizing urgent service requests and maintaining clear communication.

The ideal candidate has strong multitasking and customer-service skills, experience with dispatch software, and the ability to adapt in a fast-paced environment while ensuring service level agreements are met.

Qualifications

• High school diploma or GED with 2+ years in dispatch or coordinating environment.
• Experience using computers and related systems in an administrative office.
• Ability to multitask in a fast-paced environment and switch tasks without loss of efficiency.
• Excellent customer-service, communication, and interpersonal skills.
• Effective communication with customers to resolve issues and concerns.
• Ability to work well in a team and independently.
• Ability to make decisions based on guidelines and procedures.
• Strong organizational and time-management skills.
• HVAC/Refrigeration knowledge is a plus.

Responsibilities

• Answer incoming calls and route to the appropriate person.
• Maintain customer relations and ensure calls meet standards.
• Receive and document details of service requests.
• Use dispatch software to schedule and assign field technicians by availability and priority.
• Monitor schedules and progress, reassign as needed to maximize productivity.
• Provide updates to customers on arrival times and service status.
• Maintain customer records and update account information.
• Adhere to CPI compliance when taking payments over the phone.
• Keep knowledge of products and promotions up to date.

Skills

Customer service

Multitasking

Communication

Dispatch software

Team player

Education

High School Diploma/GED

Tools

Dispatch software

Job description

Welcome!

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.

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, ($16-$28 Hourly (DOE)
• Paid Time Off and Company Holiday Pay
• Medical /Dental /Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance, for you and options you can elect for your family
• Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
• Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
• World Class Training opportunities through our Experts University
• Career Development opportunities

Key Responsibilities

• Answers incoming phone calls from customers and assists call or routes call to appropriate person
• Maintains good customer relations and ensures that all calls meet Service Experts’ standards
• Receive 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 information
• Adheres to CPI compliance regulations when taking payments over the phone
• Updates capacity planner whenever calls or booked, rescheduled or cancelledContinually maintains working knowledge of all company products, services, and promotions
• Reliable attendance and on-time job performance

Qualifications

• High school diploma or equivalent with 1-year experience working in dispatch or another coordinating environment
• Experience or training the use of computers and related systems in an administrative office environment
• Must 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 skills
• Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
• Ability 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 environment
• Ability to make decisions based on established guidelines and procedures
• Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
• Effective organizational and time-management skills. Must be able to prioritize work based on service demands
• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

• Minimum Experience: 2+ years
• Minimum Education: High School Diploma/GED

Engineering Excellence, a subsidiary of Service Experts, is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Engineering Excellence.

Engineering Excellence is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [e-mail]