Dispatcher

3 weeks ago

Pleasanton, United States Service Champions Heating & Air Conditioning Full time

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

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