[Remote] Dispatcher (nights & weekends)

Note: The job is a remote job and is open to candidates in USA. Snyder Air Conditioning, Plumbing & Electric is looking to add a Dispatcher to their growing team. The successful candidate will handle scheduling appointments and getting technicians out to customers' homes efficiently while maintaining excellent customer service and communication throughout the service process.

Responsibilities

• Commitment to excellence in customer service and satisfaction with all customers
• Representation of Direct Air in a professional manner during customer service interactions
• Initiate and maintain constant professional communication with customers and vendors throughout the service or repair process
• Create and maintain daily schedule for assigned service technicians
• Review work orders daily and ensure completion, schedule any needed follow ups, enter notes in customer records and close out the work order in the system
• Update call logs after each phone call
• Assist other dispatchers with challenges they may be experiencing
• Build and create accurate estimates based on technicians’ notes
• Track estimates from initiation to completion of the project, resolve any issues impeding progress
• Adjust daily work schedule with proper technicians for emergency situations as they occur
• Coordinate the transportation movements of the technicians
• Keep track of the drivers’ schedules as they change throughout the day
• Keep track of the technicians’ start and departure times
• Maintain a matrix with the techs’ routes, start location, specialty tools and qualifications to be able to assign the right call to the right tech
• Requires interaction with drivers daily
• Anticipate problems with routes and parts by making quick sound decisions
• Respond to special requests from customers related to jobs performed by a technician
• Order parts for special orders
• Maintain techs’ vacation, sick and weekend schedules
• Follow up on all pending/ recommended work
• Forecast workload for 2-3 days out
• Contact customers with parts pending and status of parts

Skills

• Knowledge of South Florida geography Broward, Palm Beach, Martin counties
• Ability to thrive in fast-paced environments and remain flexible to changing needs
• Excellent problem-solving, client-facing and conflict resolution skills
• Solid organizational skills, including multitasking, time-management and ability to prioritize; detail oriented and meticulous
• Previous experience in scheduling and dispatching in a home improvement, service or construction setting
• Excellent written and verbal communication skills with customers and co-workers
• Logistically sound scheduling experience
• Must be very well organized and have the ability to delegate and assign jobs appropriately
• Ability to pass a background check
• High school diploma (or GED)
• Demonstrate passion for excellence with respect to treating and caring for customers
• Strong decision-making abilities
• Ability to identify customer needs and clearly articulate product and service offerings
• Highly developed sense of integrity and commitment to customer satisfaction
• Meet all attendance and dependability requirements
• Team player
• Multitasking and time management skills with the ability to prioritize
• Strong verbal and written communication skills
• Comfortable in navigating through multiple software systems and windows simultaneously
• Ability to show empathy when responding to customer's needs
• Must be flexible with the ability to adapt to changes quickly and think conceptually
• Service Titan operating software experience
• Working knowledge of Microsoft office
• Dispatch experience highly preferred

Benefits

• Flexible Hours/ Friendly Work Environment
• Robust benefits package; health, dental, vision insurance, prescription
• Paid life insurance
• Matching 401K
• Paid Training
• Paid Time off
• Weekly pay
• Career Advancement opportunities
• Paid Holidays

Company Overview