Service Dispatch & Customer Care Specialist

Hoffmann Brothers, LLC; Earth City (MO); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Discounted Health insurance premiums

100% covered Dental & Vision insurance

Competitive 401K Retirement program

15 Paid Time Off Days

9 paid holidays

Referral Program

Employee Discounts

Growth opportunities

Job summary

Hoffmann Brothers in Earth City, MO is seeking a Dispatcher to coordinate service and maintenance work across HVAC, Electrical, Plumbing and Appliance teams. You will be the first point of contact for customers and must be personable, detail-oriented, and able to multitask in a fast-paced environment.

The ideal candidate has at least 2 years dispatching experience, strong communication skills, and proficiency with scheduling software and Microsoft Office.

Qualifications

• 2+ years of experience in dispatching, scheduling, or a related field.
• HVAC, Electrical, Plumbing and Appliance industries knowledge is a plus.
• Excellent communication and organizational skills.
• Ability to multitask and work efficiently under pressure.
• Proficiency with scheduling software and Microsoft Office Suite.
• Strong problem-solving skills and attention to detail.
• Constant communication with customers, vendors and coworkers.
• Saturday Dispatch Schedule: 2-3 Saturdays per quarter.
• Shift: 8:30am-5pm.

Responsibilities

• Evaluate, assign, and dispatch service and maintenance jobs to the best suited field professionals based on specific job requirements.
• Relay accurate information to technicians, ensuring proficient, quality customer experiences and dispatch technicians appropriately.
• Work with service department managers and coordinators to ensure first calls for next day are assigned and structured for max capacity.
• Complete job instructions audit for call center coaching. (Correct addresses, add HPP data, clean up equipment age/location, specific technician, ladder, etc.)
• Meet daily revenue and sales goals by prioritizing the most urgent and profitable calls.
• Responding to customer requests, resolving issues and promoting our company.
• Providing the 5-star experience from all points of contact through Hoffmann Brothers.
• Participate in training to boost sales and ensure quick, accurate dispatching of incoming service calls.
• Update customers throughout the day on the technician’s progress and reschedule service calls according to company and service department guidelines.
• Complete customer updates within their assigned hour and reschedule calls in a timely manner, ensuring that all customers receive consistent communication.
• Assist your team in moving up calls as needed to fill the schedule board.
• Scheduling work sold by technicians and working directly with the warehouse to order material for sold jobs.
• Outbound calling to meet 3-day call board - back up.

Skills

Dispatch experience

Communication skills

Multi-tasking

MS Office

Team player

ServiceTitan

Financial integrity

Tools

Scheduling software

Microsoft Office Suite

Job description

Hoffmann Brothers in Earth City, MO is seeking a Dispatcher to coordinate service and maintenance work across HVAC, Electrical, Plumbing and Appliance teams. You will be the first point of contact for customers and must be personable, detail-oriented, and able to multitask in a fast-paced environment.

The ideal candidate has at least 2 years dispatching experience, strong communication skills, and proficiency with scheduling software and Microsoft Office.