Job Overview:
Join McAfee Plumbing, Heating, and Cooling as a Dispatcher and play a crucial role in ensuring our customer's homes are serviced promptly. As a Dispatcher, you will be the central communication hub between our customers, field technicians, and various areas of the business operations team. Our Dispatchers are the heartbeat of our service operation. In this role, you'll coordinate technicians in the field, support customers when they need us most, and ensure every service appointment runs as smoothly and efficiently as possible. Your ability to communicate, adapt, and make quick decisions will directly impact customer satisfaction and team success.
Key Responsibilities:
- Coordinating Service Requests: Efficiently schedule and dispatch service calls to field technicians.
- Communication Point: Act as the main point of contact for field teams, customers, and management.
- Problem-solving: Address customer inquiries and resolve issues promptly to ensure customer satisfaction.
- Monitor and Adjust Schedules: Monitor schedules closely and make real-time adjustments to optimize operations.
- Record-Keeping: Maintain accurate records of service requests, schedules, and any incidents.
- Priority Response: Coordinate priority response efforts when necessary.
- Resource Allocation: Ensure efficient allocation of resources to meet operational demands.
- Collaboration: Work closely with other departments to streamline processes and improve service delivery.
Qualifications:
- 2+ years experience call center experience along with; 2+ years of dispatch experience highly preferred
- HVAC, Plumbing, Electrical, or other service-based industry experience is a plus.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Proficiency in basic computer applications and call center software. Service Titan experience is a plus.
Benefits:
- Health insurance: Comprehensive medical, dental, and vision coverage.
- Retirement plan: 401(k) with company match.
- Paid time off: PTO and paid holidays
- Training and development: Ongoing opportunities for professional growth and advancement.
- Company culture: A supportive, inclusive, and dynamic work environment focusing on teamwork and employee satisfaction.
Work Environment:
This position operates in an office environment and requires the ability to remain in a stationary position for extended periods of time. Frequently operates a computer and other standard office equipment. Occasionally moves items up to 20 pounds. Ability to communicate and exchange accurate information with internal and external stakeholders is required. Must be able to work under centrally controlled fluorescent lighting. Reasonable accommodations may be made to perform essential functions.
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