Dispatcher - Pleasanton, California, United States - Service Champions Heating & Air Conditioning

Description

Overview:

Summary:

This Service Dispatcher this position will specialize in our electrical and water departments and will serve an important sales coordination role as well.

This position serves four critical functions within Service Champions.

The first is properly scheduling, routing, and dispatching our Service Technicians to ensure they are arriving at our clients' homes on-time.

The second is to ensure that our technicians are maintaining a work-life balance, especially during our busiest seasons.

The third and most important is opportunity routing – strategically routing our highest opportunity calls to our best lead-setting technicians.

Fourth, because electrical and water use "selling technician" models, this role includes a strong knowledge of technician skill sets, electrical & water task types, and working with clients & technicians to schedule with urgency.

Who we are:

Service Champions is a $90M Northern California's premiere Home Services Company that specializes in heating, air-conditioning, electrical, water, and insulation.

We have been around since 2003. We service, repair, and install systems with our amazing team of technicians. We service all the surrounding areas around our Service Centers in Martinez, Livermore, Sacramento, San Jose. This position is based out of our company headquarters located in Pleasanton, CA. It is a professional call center environment where we work hard and have fun. Remote opportunities are a consideration.

What's in it For Me?

$21 - $26/hr (DOE)

Paid vacation, sick, birthday and holidays

Health, Vision and Dental plans for you and your family to choose from

401K Retirement Plan with company match up to 30%

Life Insurance, Short-Term and Long-Term Disability

Special Program Options:
FSA, Legal Services, and Identity Theft

Continuous Training for your Professional Development

Working in a dynamic, collaborative, and fun environment

Coached and supported career growth


Responsibilities:

Who you are:
You have a background in customer service, possibly with some dispatching experience (either previous or current). You are an organized multitasker, and you love that every day presents new challenges.

You can thrive in high-paced environments while continuing to maintain great communication skills – this is important as you work directly with our technicians all day.

You can make quick decisions based on what is best for the business by following a set of guidelines. You are detail-oriented and like taking on new & unexpected tasks.


Key responsibilities:
Strategically routing calls to the right service technicians

Taking inbound calls from Electrical & Water clients to assist them, book service & sales appointments, and coordinate technician schedules.

Working with service technicians to ensure that they arrive to their jobs on-time by ensuring the right tech performs the right work.

Providing and creating purchase orders, and subsequently creating and tracking service repair parts

Creating urgency with technicians and clients to run the required number of calls daily

Proactively filling or rescheduling same-day appointments directly with the clients

Completing audits/reports daily to help manage the business. This includes invoices, warranty/recalls, wax-on/wax-off, model/serial numbers, work-life balance reporting, first calls, etc.

Any and all new reporting or auditing thrown your way


Qualifications:

Role requirements:
Excellent communication skills – working with clients, Inbound/Speed Team, Service Technicians & Managers, FSRs, and vendors.

Strong decision-making skills and critical thinking to make fast, strategic decisions in the best interest of the technicians and the business.

Basic knowledge of our service areas & cities we service (can learn this on the job)

Strong organizational skills – avoids things slipping through the cracks

Strong time-management skills – able to manage many tasks with short deadlines

No job too big or too small – be willing to take on any task, but knowing how to prioritize your duties

Some Dispatch/Sales Lead exposure is a plus

Service Champions and its affiliates are proud to be an Equal Employment Opportunity employer.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.