Dispatch Manager

The Dispatch Manager is responsible for overseeing and coordinating our dispatchers/customer service representatives and our outside sales technicians and plumbers. In this role, you will consistently use leadership skills, proven customer service expertise, and enjoy interacting with our clients and technicians to ensure we achieve client satisfaction. You must have a comprehensive understanding of logistics and will work closely with ownership to achieve business goals and objectives. We will be looking to you to help us in growing and shaping Fluid Dynamics Plumbing's reputation within the community. This role is critical in ensuring efficient delivery processes, maximizing our field technician's time and mileage, and keeping our clients updated and informed. This position creates positive experiences for our customers, generating repeat business and exceptional customer reviews. We are seeking a DCSM who will bring enthusiasm and innovation to the team along with a solid set of team leadership capabilities.

Salary: $68,640 - $70,304 + comprehensive benefits package

KEY RESPONSIBILITIES

This position will be responsible for, but not limited to the following:

• Receiving incoming client calls and setting appointments.
• Manage daily dispatch operations, ensuring timely and efficient arrival of plumbing technicians.
• Proactively address and resolve client service issues to maintain high levels of satisfaction.
• Work with customers to ensure timely payment of services and follow up as needed.
• Communicate effectively with drivers and clients to resolve issues and ensure customer satisfaction.
• Oversee software for tracking plumbing technician's logistics.
• Utilize GPS technology to monitor fleet movements and optimize routing.
• Conduct data entry and maintain accurate records related to dispatch operations.
• Train and mentor dispatch staff on best practices in client satisfaction, fleet management and logistics operations.
• Excellent professional presentation conveying cleanliness, care of company provided equipment and vehicle and upholding reputation of Fluid Dynamics Plumbing.
• Attendance, punctuality and being a team contributor that adds to a collaborative and respectful work environment is a requirement for all team members of Fluid Dynamics Plumbing.

JOB REQUIREMENTS / QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Years of Related Professional Experience:

• Strong understanding of service industry dispatch principles and practices. Plumbing dispatch experience highly desired.
• Minimum of 1 year of experience working in dispatch required.
• Languages: English proficiency necessary to communicate with clients, read instructions and for safety. Ability to communicate in Spanish, Chinese, Tagalog and Hindi is a plus.

Required Licenses/ Certifications/ Background:

• Must pass a pre-employment criminal background check and credit screening, due to the position having access to customer payment methods. Fluid Dynamics Plumbing Participates in E-Verify.

Skills:

• Data entry, Scheduling Software, and Email proficiency,
• Experience with data entry tasks and maintaining operational records.
• Computer skills, including Google, Word, Excel and other office applications.
• Email and project management skills.
• Knowledge of GPS technology applications in logistics.
• Ability to use Service Titan software.
• Ability to develop and implement planned maintenance programs.
• Ability to read, understand, and follow safety procedures.

Work Location: On site daily in San Jose, CA 95113

Schedule: 40 Hours week; Variable days Monday - Sunday, onsite in office. Rotating Saturday coverage. Weekends and evenings as needed.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee Is frequently required to:

• Must be able to sit for extended periods
• Use your hands to operate computer equipment
• Clear hearing and speech to effectively communicate
• Good vision to read information on screens; essentially, the ability to sit, listen, talk, and see clearly while actively using a computer system to manage calls and dispatch units
• Must have sufficient auditory functioning and visual acuity to operate computer-aided call management hardware, software and communications equipment
• Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations
• Ability to lift 25 pounds occasionally; primarily office supplies, uniforms, general administrative materials.

Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primary working conditions will be indoors in a climate controlled and enclosed office location.
• Must be able to work extended hours, nights or weekends.

Fluid Dynamics Plumbing Diversity Statement

Fluid Dynamics Plumbing is committed to creating an inclusive environment that welcomes and values differences among our associates, customers, vendors, and the communities in which we live and conduct business. Our continued success and growth are enhanced through initiatives that promote diversity throughout the company and our communities. Fluid Dynamics Plumbing is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, any other protected characteristics or protected veteran status.