Dispatcher Akron, OH

Dispatcher job at Apollo Heating Cooling Plumbing. Akron, OH.

POSITION SUMMARY

The Dispatcher at Apollo Heating, Cooling & Plumbing is responsible for efficiently scheduling and coordinating service calls, ensuring timely dispatch of technicians, equipment, or service vehicles based on customer needs and predetermined schedules. This role prioritizes multiple tasks, handles customer inquiries, maintains records of service calls, and collaborates closely with technicians to ensure smooth operations. Strong organizational, multitasking, and communication skills are essential, with a focus on maintaining high levels of customer satisfaction.

ABOUT US

We are a Residential HVAC and Plumbing business and we are growing by the day. Our mission is to impact our clients quality of life, by enhancing the health of their home. We want to see every team member reach their personal, professional, and financial goals through the work we do together. Our core values are the backbone of our business and guide our hiring process: we are Accountable, Inspirational, Excellent, Disciplined, Results-oriented.

OBJECTIVES

• Service Coordination: Schedule and dispatch technicians, equipment, or service vehicles to appropriate locations according to predetermined schedules, customer requests or immediate needs.
• Customer Service: Handle incoming calls from customers to schedule service appointments, address inquiries and manage any concerns.
• Route Optimization: Determine the best routes for technicians to ensure timely service.
• Record Keeping: Maintain records of service calls, technician routes, and relevant customer information.
• Communication: Relay essential information to technicians, such as customer location, nature of the issue and any special requirements.
• Prioritization: Handle multiple calls and tasks, prioritizing them based on urgency and importance.
• Team
  
  Collaboration:
  
  Work closely with technicians and other staff members to ensure smooth operations.
• Feedback: Relay customer feedback or concerns to leadership and suggest potential improvements.

COMPETENCIES

• Ability to exercise a high degree of good judgment and independence while evaluating situations and the ability to make split‑second decisions
• Exceptional communication skills:
  You will be listening and speaking to people by phone, sometimes in some state of distress. Your ability to listen, speak plainly and communicate effectively will be necessary
• Ability to multitask:
  Dispatchers often are moving a lot of people around at the same time, tracking their movements and keeping tabs on what they need
• Problem‑solving skills:
  You will need to be able to prioritize the most important situations, and think quickly on your feet
• High attention to detail
• Strong time management skills

EDUCATION AND EXPERIENCE

• High School Diploma or GED Required
• Minimum 2 years of customer service or dispatching experience required
• Experience in HVAC, plumbing, electrical or other home services highly preferred
• Experience using Service Titan highly preferred

PHYSICAL REQUIREMENTS

• Ability to spend prolonged periods of time standing, sitting, or walking
  
  Must be able to lift at least 25lbs
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Apollo recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.