Dispatcher II

Engineering Excellence National Account; Columbus (OH); On-site; USD 22,000 - 39,000; Full time

Job summary

Engineering Excellence, a Service Experts subsidiary, seeks a Dispatcher in Columbus, OH to coordinate daily scheduling of field technicians and act as the primary contact between customers and staff. The role emphasizes clear communication, multitasking, and efficient service delivery.

The ideal candidate will have 2+ years of dispatch or coordinating experience, strong customer service skills, and proficiency with dispatching software.

Qualifications

• High school diploma or equivalent with 1-year dispatch or coordinating experience.
• Experience using dispatching software and related administrative systems.
• Ability to multitask in a fast-paced, changing environment.
• Excellent customer-service and interpersonal skills.
• Effective communication with customers and colleagues.
• Ability to work in both team and independent settings.
• Knowledge of HVAC industry is an asset.

Responsibilities

• Answer incoming calls and route to appropriate person.
• Maintain customer relations and ensure calls meet standards.
• Receive and prioritize service requests and document details.
• Use dispatching software to schedule and assign technicians by availability, skills, proximity, and priority.
• Monitor schedules and progress; adjust as needed.
• Be the main contact between customers and field staff; provide updates.
• Maintain customer records and update account information.
• Adhere to CPI when taking payments over the phone.
• Update capacity planner when calls are booked/rescheduled/cancelled.
• Maintain knowledge of products, services, and promotions.
• Ensure reliable attendance and on-time performance.
• Prioritize work based on service demands.

Skills

Customer service

Communication

Multitasking

Organization

Problem solving

Education

High School Diploma

Tools

Dispatching software

Computer literacy

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 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 opportunitiesKey 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 performanceQualifications: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• Minimum Experience: 2+ years• Minimum Education: High School Diploma/GEDEngineering 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]