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Service Dispatch Supervisor

1 month ago

Phoenix, United States LESLIES POOLMART INC Full time
Job DescriptionJob Description

DIVE IN TO A NEW CAREER WITH LESLIE'S:

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 Dispatch Supervisor will oversee the coordination and scheduling of pool equipment service requests, ensuring superior customer service across all districts. This role involves supervising and mentoring dispatch staff, optimizing schedules, resolving customer service issues, and working closely with regional and local service managers. The supervisor will be responsible for maintaining high standards of efficiency, customer satisfaction, and operational excellence.

Responsibilities:

  • Lead and supervise a team of dispatchers, including Lead Service Dispatchers and Service Dispatchers.
  • Assign tasks, monitor performance, and provide regular feedback to team members.
  • Conduct performance evaluations, identify training needs, and facilitate professional development opportunities.
  • Guide best practices for scheduling, customer service, and problem-solving.
  • Act as the primary point of escalation for complex scheduling and customer service issues.
  • Analyze problems, develop effective solutions, and implement corrective actions promptly.
  • Collaborate with other departments and stakeholders to address and resolve systemic issues.
  • Interact regularly with regional and local service managers, technicians, and other stakeholders to ensure smooth operations.
  • Ensure data integrity and accuracy, facilitating effective decision-making and reporting.
  • Continuously evaluate and improve scheduling and dispatch processes to enhance efficiency and effectiveness.
  • Maintain high levels of customer satisfaction by addressing and resolving service issues promptly.

Qualifications:

  • Minimum of 2-5 years of experience in dispatching or scheduling, preferably in the service industry.
  • Demonstrated experience in a leadership or supervisory role, with a track record of supervising and developing teams.
  • High level of attention to detail, with a commitment to accuracy and quality.
  • 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.
  • Ability to work flexible schedules, including weekends and mandatory overtime as needed.
  • Experience in scheduling and or call center operating platforms preferred

Leslie's provides a robust benefits package, including:

  • Comprehensive medical, pharmacy, dental, & vision plan options.
  • 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.
  • Ten (10) paid holidays, including a floating personal day.
  • Employee assistance and wellness programs.
  • Product discounts at Leslie’s Retail stores.

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.