Current jobs related to Lead Dispatcher - Hutto - SALT Service Co.

Discover why SALT is an exceptional company to be a part of. Joining SALT means becoming a member of a rapidly expanding organization that prioritizes a balanced and healthy home and work life, embraces an attitude of excellence, and, above all, treats its team like family. As Austin, TX's most trusted expert in Home Services, SALT excels in delivering a white glove service to customers requiring expert services and repairs. If you appreciate collaborating with high-performing, motivated, and passionate individuals within a supportive environment, then SALT is the ideal workplace for you

**_Our Mission: To Serve Our Community and Team Members With Love and Integrity._**

**ABOUT THE POSITION**:
As a Lead Dispatcher at Salt Service Company, you will be a key driver in achieving our company's strategic goals by ensuring exceptional service and support aligning with our vision, mission, purpose, and values. In this role, you will play a pivotal part in creating a caring culture, fostering positive customer experiences, and coaching and training our dispatch team to excel in efficient and profitable dispatching.

Your responsibilities will include overseeing daily operations, coordinating on-call schedules, and maintaining service technician schedules. As a mentor, you will coach the team on effective dispatch reviews, ensuring adherence to high standards. Monitoring and updating Defcon/tech availability, resolving scheduling conflicts, and proactively communicating delays to customers are integral aspects of your role.

**RESPONSIBILITIES**:

- Foster a caring culture and create a positive customer experience.
- Coach and train new and existing dispatchers, emphasizing efficient dispatching for profitability.
- Implement daily checklists for continuous improvement and performance enhancement.
- Monitor and update Defcon/tech availability as required.
- Coordinate on-call schedules and after-hours procedures for all departments.
- Maintain daily schedules for service technicians, adapting to completed service calls.
- Coach the team on dispatch reviews, ensuring accountability to the 95% reviewed standard.
- Monitor and adjust appointment schedules throughout the day, proactively communicating delays to customers.
- Serve as a backup for dispatchers or departments as needed.
- Track daily call count and revenue goals to support departmental targets.
- Effectively communicate with customers, vendors, technicians, sales staff, and department personnel via various channels.
- Maintain accurate customer database records.
- Perform administrative duties to enhance overall operational efficiency.
- Report service issues promptly to ensure 100% customer satisfaction.
- Manage conflict resolution with customers through clear communication, addressing concerns promptly.
- Uphold a professional image by adhering to company-approved apparel standards.
- Adhere to performance and ethics standards, following all safety policies and procedures.
- Participate in company-sponsored training classes.
- Perform other duties as assigned.

**QUALIFICATIONS**:

- 1-3 years of experience of Dispatch experience, with preferred experience dispatching the right technician to the right job.
- Proficiency in Microsoft Suite products.
- High School Diploma or GED required; Associate degree preferred.
- Hold the team accountable for key performance indicators.
- Proficient in Microsoft Suite products and basic computer skills.
- Exceptional attention to detail and follow-through.
- Ability to multitask in a fast-paced environment.
- Outstanding interpersonal and communication skills, both written and verbal.
- Collaborate effectively in a team environment.
- Geographical knowledge of the service area or map reading skills.
- Maintain confidentiality on all private, sensitive, and proprietary business matters.
- Willingness to continue professional development through ongoing training.

**PHYSICAL REQUIREMENTS**:

- Regularly spend extended hours in a cubicle office environment using office equipment and computers.
- Primarily interact with technicians and customers over the telephone.
- Willingness to work outside normal hours if needed.
- Occasionally lift 5-10 pounds.
- Good visual acuity and sufficient auditory functioning for operating call management hardware, software, and communications equipment.
- Ability to work extended hours, nights, or weekends.

**SCHEDULE**:

- Availability to work Monday
- Friday anywhere between 7:00AM-5:00pm (or until daily task are complete)

**SALARY**:

- Competitive salary ranging from $45,760 to $52,000 based on experience and knowledge.

**BENEFITS**:

- Competitive compensation and opportunities for performance-based incentives.
- Structured training programs and mentorship.
- Health insurance, dental coverage, life insurance, and retirement savings options.
- Paid holidays and vacation time.
- Family & friends discount.
- Gift card giveaways, company-sponsored trips (performance based).
- Opportu