Service Dispatcher

Leslie's Poolmart; Phoenix (AZ); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in swimming pool supplies is seeking a Service Dispatcher to enhance customer service and streamline operations. This role involves coordinating service requests, optimizing technician schedules, and ensuring excellent communication with customers and team members. The ideal candidate will thrive in a fast-paced environment, possess strong multitasking abilities, and have a passion for delivering exceptional service. Join a company that values its team members and fosters a culture of growth and inclusivity, where your contributions will directly impact the success of the business.

Benefits

Health Savings Account

401(k) with company match

Paid vacation

Employee assistance programs

Paid holidays

Flexible spending accounts

Short-term disability insurance

Long-term disability insurance

Wellness programs

Earned Wage access

Qualifications

• Excellent communication skills and phone etiquette are essential.
• Ability to learn technical aspects of the swimming pool industry.

Responsibilities

• Coordinate service requests and appointments using scheduling software.
• Maintain superior customer service levels in assigned districts.
• Optimize technician schedules to ensure timely service.

Skills

Multitasking

Verbal Communication

Written Communication

Customer Service

Problem-Solving

Education

High School Diploma

2 years of customer service experience

Tools

Microsoft Word

Microsoft Excel

Internet Explorer

Job description

Leslie's Pool Supplies is the "World's Largest Retailer of Swimming Pool Supplies." With over 1,000+ retail stores in 39 states plus PRO, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie's. With over 60 years of providing best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our Team Members feel valued and are enthusiastic about the contributions they make to the success of Leslie's

Job Overview:

The Service Dispatcher coordinates pool equipment service requests through the use of scheduling software. Responsible for maintaining superior customer service levels in assigned districts. Will interact with Service Managers, Service Technicians, Customer Service Representatives Commercial Account Executives, and stores on service appointments and ensure superior customer service. Will interface with customers and service technicians to analyze problem types and schedules to maximize efficiency and minimize cost. Advise necessary personnel of schedule changes and communicate timely with customers. Will work with CSRs to resolve questions and provide solutions and guidance.

Responsibilities:

• Monitor technician schedules to ensure timely arrival to customer appointments and notify customers if a technician is running behind.
• Ensure all same-day and next-day calls are routed, locked, and dispatched appropriately.
• Address and reschedule any calls dropped by the optimizer, ensuring no unscheduled calls are left.
• Respond promptly to all emails, text messages, and Slack messages; text messages immediately, emails within an hour, and ensure no communications are left unanswered by the end of the day.
• Follow up on "on hold for parts" calls from the previous day to maintain service continuity.
• Track and coordinate part orders for warranty repairs, ensuring proper scheduling and follow-up.
• Maintain superior customer service levels within assigned districts.
• Coordinate and monitor service requests and appointments using web-based scheduling software.
• Collaborate with Service Managers, Technicians, Customer Service Representatives (CSRs), and Customer Account Executives (CAEs) to resolve scheduling and customer issues.
• Optimize scheduling to improve efficiency and minimize operational costs.
• Communicate any potential service delays to customers and field teams, ensuring all customer commitments are met.
• Receive and respond to all customer service requests in a timely manner.
• Handle inbound calls for service requests and make outbound calls for pool closing season.

Qualifications:

• Ability to multitask
• Excellent verbal and written communication skills and exceptional phone etiquette.
• Microsoft Word, Excel, and Internet Explorer proficiency with above average keyboarding skills.
• Consistently positive, professional interaction with contacts at all levels.
• 2 years of retail or call center customer service experience.
• History of good attendance and work habits
• Ability to learn the ‘technical’ aspect of the swimming pool industry.
• Able to work flexible work schedule and weekends, with mandatory overtime

Leslie's provides a robust benefits package, including

• Health savings account (with enrollment in the high deductible health plan option).
• Health & dependent care flexible spending accounts.
• Company-paid basic life and AD&D insurance.
• Voluntary supplemental life insurance.
• Company-paid short-term disability and voluntary long-term disability insurance.
• Pre-tax and Roth 401(k) with company match.
• Paid vacation, sick, and bereavement leave.
• Paid holidays, including a floating personal day.
• Employee assistance and wellness programs.
• Earned Wage access is available, allowing early access to a portion of your earned wages before payday.

Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

About the company

Leslie's, Inc., operating as Leslie's Swimming Pool Supplies, is the largest retailer of swimming pool supplies and related products. Leslie's sells a full range of supplies for pool maintenance, including chemicals, cleaning devices, equipment and parts, as well as recreational and safety products for swimming pools.