Dispatcher II

HomeServe Skilled Trades, LLC; Mesa (AZ); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Company Holidays

Medical/Dental/Vision Insurance

401(k) Retirement Savings Plan with لم

Job summary

Service Experts in Mesa, AZ seeks a Dispatcher II to manage inbound calls, document service requests, and efficiently assign field technicians. You will balance priorities, keep customers informed on status and ETA, and maintain accurate records and payments per policy.

A strong customer focus and experience with dispatch software are essential for success. The role emphasizes reliable attendance, ability to switch tasks, and working within a fast-paced environment while ensuring service

Qualifications

• 2+ years of dispatch or coordinating experience.
• Proficiency using computers and office systems.
• Ability to multi-task in a fast-paced environment.
• Excellent customer-service and communication skills.

Responsibilities

• Answers incoming phone calls and routes to the appropriate person.
• Receives and prioritizes service requests with detailed issue/location notes.
• Schedules field technicians based on availability, skills, and proximity.
• Monitors technician progress and adjusts schedules to maximize productivity.
• Acts as main contact between customers and field staff with updates.
• Maintains customer records and updates account information.
• Adheres to CPI compliance when taking payments over the phone.
• Updates capacity planner with bookings, reschedules or cancellations.

Skills

Customer-service

Dispatch software

Multi-tasking

Communication

Education

High School Diploma or GED

Tools

Dispatch software

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 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 2+ years 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 assetWhat 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 positionsPaid 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 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]