Dispatcher II

2220 Engineering Excellence National Account; United States; On-site; USD 22,000 - 39,000; Full time

Benefits offered by this job

Competitive Pay

Paid Time Off

Company Holiday Pay

Medical / Dental / Vision Insurance

401(k) Retirement Savings Plan with 2

Life Insurance

Short-term and Long-term disability

Legal advice

Pet insurance

World Class Training opportunities

Job summary

Engineering Excellence, a subsidiary of Service Experts, is seeking a Dispatcher to coordinate the daily scheduling and dispatching of field technicians to job sites. You will serve as the primary contact between customers and field staff, ensuring efficient communication and timely service while prioritizing jobs based on urgency and availability.

The role requires strong multitasking and customer-service skills, with proficiency in dispatching software and a commitment to high-quality service

Qualifications

• High school diploma or equivalent with 1-year experience working in dispatch or another coordinating environment.
• Experience with computers and related systems in an administrative office environment
• Ability to multi-task in a fast-paced and changing work environment

Responsibilities

• Answers incoming phone calls from customers and assists or routes calls to the appropriate person
• Maintains good customer relations and ensures calls meet standards
• Receive and prioritize incoming service requests and document details related to the issue and location
• Utilize dispatching software to schedule and assign field technicians based on availability, skill, proximity, and priority
• Monitor technicians' schedules and progress, making adjustments to maximize productivity and timely service
• Act as main contact between customers and field staff, providing updates on arrivals and service status
• Maintains customer records and updates account information
• Adheres to CPI compliance regulations when taking payments over the phone
• Updates capacity planner when calls are booked, rescheduled, or cancelled
• Maintain knowledge of all company products, services, and promotions
• Reliably attend work and perform duties on time

Skills

Customer service

Communication

Multitasking

Teamwork

Education

High School Diploma or GED

Tools

Dispatching 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 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 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]

Company Home Hello, Future Team Members! Welcome to our employment portal, the ultimate destination for reviewing our current job listings and submitting your applications online. Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Our History Is Not Only About Our Past, But Our Future Founded in 1979, Engineering Excellence was built on a mission to deliver exceptional HVAC-R solutions and unmatched customer service to commercial clients across the United States. Over 40 years later, that mission remains at the heart of everything we do. We are proud to foster lasting partnerships with both national and local customers, as well as our trusted service providers. Today, we support over 16,000 sites across North America, offering a comprehensive range of services including Preventive Maintenance, Emergency HVAC Services, Unit Replacements, and more. As our customers grow, so do we. With continued consolidations Engineering Excellence expands our service areas and service offerings across the US. Each local office provides their expertise to our national customers and focuses on their local communities.