Dispatcher

1 month ago

Swedesboro, United States SPS Mechanical Full time
Job DescriptionJob Description

Summary

SPS Mechanical is seeking a highly organized and customer-focused Dispatcher to join our team. The ideal candidate will excel in a fast-paced environment, help manage day-to-day operations efficiently, and provide exceptional customer service. This role is pivotal in ensuring our service and installation teams operate smoothly and meet customer needs promptly.


Responsibilities

  • Coordinate Service Calls: Schedule and dispatch service technicians for plumbing, heating, and cooling calls based on urgency, location, and technician expertise.
  • Customer Service Excellence: Handle customer inquiries and complaints with professionalism and empathy, ensuring high satisfaction levels.
  • Team Collaboration: Work closely with service and install departments to streamline operations and improve service delivery.
  • Performance Monitoring: Track job progress, technician efficiency, and service completion rates, providing data-driven insights for continuous improvement.
  • Schedule Optimization: Use scheduling software to manage and adjust daily schedules, ensuring maximum efficiency and timely response to urgent calls.
  • Communication Management: Maintain clear and consistent communication with technicians, customers, and office staff to prevent and resolve issues promptly.
  • Planning and Flexibility: Anticipate future service needs and plan accordingly while remaining adaptable to daily changes and emergencies.
  • Efficient Routing: Optimize routes for technicians to minimize travel time and maximize service efficiency.
  • Emergency Management: Quickly and effectively handle emergency service requests, ensuring rapid response and resolution.
  • Technician Coordination: Maintain real-time updates on technician locations and job statuses using GPS tracking and other dispatching tools.
  • Data Analysis: Collect and analyze dispatch data to identify trends, improve scheduling, and enhance overall operational efficiency.
  • Resource Allocation: Ensure the right technician is assigned to each job based on skill set, location, and job requirements.
  • Customer Updates: Keep customers informed about technician arrival times, job progress, and any delays or changes in schedule.
  • Documentation: Maintain accurate records of service calls, technician assignments, and job completions for future reference and reporting.
  • Service Agreement Management: Oversee and manage service agreements to ensure all contractual obligations are met timely.
  • Problem-Solving: Address and resolve any scheduling conflicts, technician issues, or customer complaints that arise during the workday.


Preferred Qualifications

  • Experience and Knowledge:
    • Two years of experience in dispatching, preference within the plumbing, heating, and cooling industry or other relevant service industry
    • Familiarity with performance-based contracting and the ability to manage performance metrics.
    • Strong geographical knowledge of the service area and proficiency in map reading or GPS navigation.
  • Skills:
    • Strong ability to work under pressure and handle multiple tasks simultaneously.
    • Familiarity with performance-based contracting and its application in service management.
    • Excellent teamwork and communication skills.
    • Proficiency in dispatch and scheduling software, specifically ServiceTitan. Experience with Service Titan’s dispatch board, job tracking, and customer notification features is highly desirable.
    • Detail-oriented with strong organizational skills.
    • Competence in using Microsoft Office Suite (Word, Excel) and other relevant computer applications.
  • Customer Service:
    • Excellent customer service skills with a proven ability to handle customer inquiries and resolve conflicts effectively.
    • Strong verbal and written communication skills to interact with technicians, customers, and team members clearly and professionally.
  • Organizational and Planning Abilities:
    • Demonstrated ability to manage and prioritize multiple tasks in a fast-paced environment.
    • Skilled in proactive planning and scheduling to optimize technician routes and job efficiency.
    • Capable of maintaining detailed and accurate records of service calls, customer information, and technician schedules.
  • Problem-Solving and Flexibility:
    • Ability to think quickly and adapt to changing circumstances and priorities throughout the day.
    • Strong problem-solving skills to handle unexpected issues and schedule changes efficiently.
  • Technical Expertise:
    • Experience with implementing and managing advanced dispatch systems like ServiceTitan, including real-time GPS tracking and intelligent schedule optimization.
    • Familiarity with mobile dispatch applications to provide technicians with critical customer information and job details.
  • Customer Relationship Management:
    • Ability to maintain a customer database with complete, accurate, and updated information.
    • Experience in managing customer communication, including real-time notifications and appointment reminders using ServiceTitan.
  • Education: High school diploma or equivalent; additional training or certifications in dispatching or related fields is a plus.


Working Conditions:

  • Environment: Primarily office-based.
  • Hours: Full-time.


Benefits:

  • Competitive salary and benefits package.
  • Opportunities for professional development and advancement.
  • Supportive team environment and positive company culture.


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