Dispatcher, Customer Service​/HelpDesk

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2 days ago Requisition

Salary Range: $17.00 To $24.00 Annually

Since 1929, Wagner Mechanical has been a trusted provider of HVAC, plumbing, and electrical services throughout New Mexico. With nearly a century of experience, we are committed to delivering reliable solutions, exceptional workmanship, and outstanding customer experiences. Our reputation is built on service excellence—and our customer service team plays a vital role in that success.

• Competitive salary + performance-based incentives
• Weekly pay
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) & Paid Holidays
• Company-Paid Life Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Advancement opportunities within a growing company that promotes from within

JOB SUMMARY:

The Dispatcher supports the day-to-day operations of the company by efficiently scheduling and dispatching technicians to calls. This role requires the dispatcher to think critically to ensure they are dispatching the best fit technician for the call.

The dispatcher is the liaison between the customer, the Service Technician, the Service Managers and the Customer Service Department.

ESSENTIAL JOB FUNCTIONS:

• Schedule technicians return trips to customers to complete jobs after arrival of parts.
• Enter service calls, schedule calls, and proactively communicate to technicians throughout the day.
• Maintain a constant communication with Service Technicians throughout their scheduled shift through email, text, and phone conversations.
• Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction.
• Manage the dispatch board to keep field personnel on the move and generating revenue. Make every effort to compress call scheduling effectively and maximize productivity.
• Notify clients ahead of time without fail if the technician is not going to arrive at their home within the scheduled time window and re-scheduling the time at the client’s convenience.
• Communicate with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to the technicians. Every effort should be made to keep technicians on the job.
• Strictly adhere to the Dispatching for Profits Priority Service Schedule to ensure the "Right" technician is sent to the "Right" appointment.
• Share responsibility to ensure that all technicians arrive at their designated appointments ON TIME.
• Debrief technicians after each call and insist that all employees collect payment immediately after each job is completed.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expeditiously and to the customers’ satisfaction
• Work cohesively with Customer Service to ensure proper booking of calls based on the needs of the customer and to facilitate problem resolution, as necessary.
• Obey the company Code of Ethics, Team Rules, and Team Philosophy
• Ensure safety best practices are followed in the field.
• Other duties as assigned.

QUALIFICATIONS/ABILITIES:

• Self-starter, reliable, flexibility with hours
• Present and communicate professionally (written and verbal)
• Excellent organizational, detail oriented and follow-through skills
• Ability to manage the dispatch board to benefit the branch as a whole and achieve business objectives while following all operating procedures and provided training
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Must be a critical thinker
  - Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within department.

EDUCATION/EXPERIENCE REQUIREMENTS

• High school diploma/GED required
• Strong knowledge in MS Office Suite including proficient use of Excel and Power Point…