Dispatcher II

Service Experts; Gilbert (AZ); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Medical/Dental/Vision insurance

401(k) retirement with match

Life insurance

Disability insurance

Training & career development

Job summary

Service Experts is seeking a Dispatcher II to handle incoming calls, route service requests, and coordinate field technicians. You will document issues, manage schedules, and communicate with customers about status and ETA. The role requires at least 2 years in dispatch and strong customer-service skills.

Experience with dispatch software and CPI compliance is a plus. We offer comprehensive benefits and growth opportunities within a supportive team in the HVAC sector.

Qualifications

• 2+ years in dispatch or coordinating environment.
• Experience with computers and administrative systems.
• Ability to multi-task in a fast-paced setting.
• Excellent customer-service and communication skills.
• Ability to work with customers and coworkers in a professional manner.

Responsibilities

• Answer incoming calls and route to the appropriate person.
• Prioritize service requests and document issue/location details.
• Use dispatch software to assign field technicians by availability and proximity.
• Monitor schedules and adjust to maximize productivity.
• Provide updates to customers on status and ETA.
• Maintain customer records and ensure CPI compliance when taking payments over the phone.
• Update capacity planner for bookings, reschedules, or cancellations.
• Stay informed on all products, services, and promotions.

Skills

Phone support

Dispatch coordination

Customer service

Multitasking

Communication

Education

High school diploma or equivalent

Tools

Dispatch software

CRM systems

Microsoft Office

Job description

Welcome!

The Dispatcher II requires basic knowledge of job procedures and tools obtained through work experience to complete routine and standard projects and assignments within the Dispatch family. Works under general supervision.

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 cancelled
• Continually maintains working knowledge of all company products, services, and promotions
• Reliable attendance and on-time job performance

Qualifications:

• High school diploma or equivalent with 2+ years 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

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, including incentive opportunities for many positions
• 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

Minimum Experience: 2+ years Minimum Education: High School Diploma/GED Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

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 Service Experts.

Service Experts 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]