Service Dispatcher

Heritage Home Service; Boxborough (MA); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

401k Match

Health insurance

Dental insurance

Vision insurance

Long-term disability

PTO 120 hours

Job summary

Heritage Home Service is seeking a Dispatcher to coordinate and schedule service requests from customers and manage trade-related admin tasks. You will ensure smooth service delivery by assigning technicians, tracking progress, and handling documentation.

The role requires excellent communication, strong organizational skills, and the ability to work in a fast-paced environment, including evenings, weekends, and holidays. Proficiency with dispatch software and computer systems is expected.

Qualifications

• High school diploma or equivalent.
• Move to dispatch training or certification is a plus.
• Experience in customer service or dispatching in a home services setting preferred.
• Familiarity with trade-related administrative tasks (POs, invoices, customs docs) beneficial.

Responsibilities

• Coordinate and schedule service requests and assign technicians.
• Communicate with customers, technicians, and suppliers to relay updates.
• Process trade-related administrative tasks such as purchase orders, invoices, and payments.
• Maintain accurate records of customer interactions and job assignments using dispatch software.
• Handle emergency service requests promptly and professionally.

Skills

Customer service

Dispatching

Communication

Organization

Dispatch software

Data management

Emergency response

Education

High school diploma or equivalent

Customer service training

Dispatch training

Tools

Computer systems

Office productivity tools

Job description

Join our team as a Dispatcher for Heritage Home Service!

You will have a dual role that involves coordinating and scheduling service requests from customers and handling trade-related administrative tasks. Your primary responsibility will be to ensure the smooth operation of service delivery by efficiently managing service requests, assigning technicians, and overseeing trade-related documentation and processes.

Responsibilities

Customer Service

• Interact with customers via phone, email, or online platforms to understand their service requirements and provide appropriate assistance.
• Address customer inquiries, provide information, and resolve any service-related issues in a professional and courteous manner.

Scheduling and Dispatching

• Receive service requests and determine the urgency and nature of each request.
• Schedule service appointments based on customer availability and technician availability.
• Assign appropriate technicians or service providers to each job, considering factors such as skillset, location, and workload.
• Rescheduling calls when necessary to accommodate emergencies

Routing and Logistics

• Optimize the routing of technicians or service providers to minimize travel time and maximize efficiency.
• Coordinate with field personnel to ensure they have the necessary equipment, tools, and supplies to complete assigned tasks.
• Track the progress of ongoing jobs and communicate any delays or changes to customers and technicians.

Trade Administration

• Manage trade-related administrative tasks, such as processing purchase orders, invoices, and payments.
• Maintain accurate records of trade transactions, including receipts, bills of lading, and customs documentation.

Documentation and Data Management

• Maintain accurate and up-to-date records of customer interactions, service requests, trade transactions, and job assignments using computer systems or dispatch software.
• Generate reports on service activities, trade-related expenses, and inventory levels. Analyze data to identify trends, improve efficiency, and enhance customer satisfaction.

Communication and Coordination

• Serve as a central point of contact for customers, technicians, suppliers, and other stakeholders.
• Relay important information, instructions, and updates to the relevant parties in a clear and timely manner.
• Coordinate with other departments, such as customer support, sales, and billing, to ensure seamless service delivery and trade operations.
• Be sure to communicate in a professional, courteous manner.

Emergency Response

• Handle emergency service requests promptly and effectively, prioritizing urgent situations and dispatching technicians accordingly.
• Follow established protocols and procedures for handling emergency situations, including notifying appropriate authorities when necessary.

Requirements

• High school diploma or equivalent; additional certification or training in customer service or dispatching is a plus.
• Proven experience in a customer service or dispatching role, preferably in a home services or similar industry.
• Familiarity with trade-related administrative tasks such as purchase orders, invoices, and customs documentation.
• Excellent communication skills, both verbal and written.
• Strong organizational and multitasking abilities with the ability to work in a fast-paced environment.
• Proficiency in using computer systems, dispatch software, and office productivity tools.
• Knowledge of geographic areas and routes to optimize technician assignments.
• Ability to remain calm and composed under pressure, especially during emergencies.
• Attention to detail and a commitment to maintaining accurate records.
• Perform all other duties as assigned.
• Flexibility in working hours, including evenings, weekends, and holiday rotation, to ensure appropriate coverage.

Benefits Include

• 4% 401k Match
• Health, Dental, Vision, Insurance.
• Dental
• Vision
• LTD
• 120 hours of PTO

At Heritage, we believe in always striving for excellence. By continuously improving at all levels of our organization, we are committed to providing the best possible service to our customers, employees, partners, and society.

Our approach includes

• Focusing on understanding and satisfying both internal and external customers
• Regularly reviewing our methods to improve
• Benchmarking our performance and using data to manage our business
• Maintaining open communication
• Promoting teamwork and recognizing improvement efforts
• Developing a culture of continuous improvement for everyone