Service Dispatcher The service dispatcher is accountable for planning and dispatching for the technicians in the most efficient, customer focused manner to ensure we exceed our customers' expectations as well as meet Reliable's operational and growth goals. Answering emails, from technicians, other departments and within the department in a timely manner. Communicating daily within the team and with the Dispatch manager. Shifting daily and throughout the day to support all service area field team members. Scheduling quotes/return visits, adjusting routes, rescheduling customers, monitoring the board for same day and next day availability. Adjusting all booking platforms as needed. Real time invoicing for field team members. This includes verifying correct coding, making corrections, collecting payments as needed and daily invoicing checks to ensure all calls were invoiced timely and completed for the day. This position will work 40 hours per week with the need to have flexibility for working evenings and weekends on a rotating schedule.
Essential Functions:- Plans routes to minimize drive times and ensure best resources are assigned to the right calls
- Dispatches work and modify/optimize schedules throughout the day
- Liaison for the HVAC technicians/Plumbers/Electricians in the field for the CSRs, admin, and managers on the overall operations of the field team members
- Promote and support the HVAC/Plumbing/Electrical growth plans by promoting all HVAC maintenance agreements, generator rentals and RENTAL offerings
- Schedule engine updates for both the dashboard availability and dispatches
- Create/Edit Invoices as well as analyze and review Invoices for customers/field technicians
Assists field team members on all items needed: accepting jobs, complaints, scheduling of jobs, days requested off, housekeeping and equipment issues, etc.
Provides ongoing support by frequently communicating with internal and external departments, vendors and or contractors
Coordinates transfer of equipment/material/and other supplies from office/warehouse to field operatives/field team members
Works with managers to resolve NPS concerns
Works directly with Independent Contractors who partner with the Company to provide services
Dispatches job/setting routes and sends information via Service Titan
Provides real time assistance for contractors for verification and customer concerns
Manages direct communication with customers
Other duties as assigned
Qualifications:- High School Diploma or GED required.
- Excellent organization and administrative skills are a must.
- Must have 2-3 years' experience dispatching field personnel with a service-related industry.
- Experience with team coordination and/or project management is helpful.
- Ability to work in an environment with frequent interruptions.
- Geographical knowledge of service area or map reading skills
- Ability to multi-task and handle busy, dynamic environments.
- Strong computer skills and ability to use Excel and Word products.
- Service Titan is a huge plus.
- Excellent data analysis and analytical skills
- Strong customer service skillset
- Can do, solution-oriented attitude.
- Must be driven to succeed and dependable.
Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.
