Dispatcher, Customer Service​/HelpDesk

Position Overview:

As a Dispatcher at Hoffmann Brothers, you will be a key player in ensuring smooth communication between our HVAC, Electrical, Plumbing and Appliance Service Professionals and Customers. We are looking for someone who is personable, detail-oriented, and capable of multitasking, with at least 2 years of experience in dispatching and customer service, preferably in the home field services industry. You will be one of the first points of contact for our customers, so it's essential that you share our commitment to providing first-class customer service and have a natural ability to build and maintain strong customer relationships.

We are a customer service first company and some overtime may be necessary to meet the needs of our customers.

• Industry Knowledge:
  Experience with dispatching technicians preferred
• Communication
  
  Skills:
  
  Strong verbal and written communication abilities
• Multi-tasking Ability:
  Comfortable working in a fast-paced environment, especially during peak times like heat waves
• Tech-Savvy:
  Proficient in Microsoft Office, with attention to detail
• Team Player:
  Personable and helpful, able to thrive in a small office setting
• Service Titan
  
  Experience:
  
  A plus, but not required
• Trustworthy:
  Experience in handling customer payment or financial transactions with a strong track record of accuracy and integrity

• Evaluate, assign, and dispatch service and maintenance jobs to the best suited field professionals based on specific job requirements.
• Relay accurate information to technicians, ensuring proficient, quality customer experiences and dispatch technicians appropriately
• Work with service department managers and coordinators to ensure first calls for next day are assigned and structured for max capacity
• Complete job instructions audit for call center coaching. (Correct addresses, add HPP data, clean up equipment age/location, specific technician, ladder, etc.)
• Meet daily revenue and sales goals by prioritizing the most urgent and profitable calls
• Responding to customer requests, resolving issues and promoting our company
• Providing the 5-star experience from all points of contact through Hoffmann Brothers
• Participate in training to boost sales and ensure quick, accurate dispatching of incoming service calls
• Update customers throughout the day on the technician's progress and reschedule service calls according to company and service department guidelines
• Complete customer updates within their assigned hour and reschedule calls in a timely manner, ensuring that all customers receive consistent communication
• Assist your team in moving up calls as needed to fill the schedule board
• Scheduling work sold by technicians and working directly with the warehouse to order material for sold jobs
• Outbound calling to meet 3-day call board - back up

• 2+ years of experience in dispatching, scheduling, or a related field
• Knowledge of the HVAC, Electrical, Plumbing and Appliance industries is a plus
• Excellent communication and organizational skills
• Ability to multitask and work efficiently under pressure
• Proficiency with scheduling software and Microsoft Office Suite
• Strong problem-solving skills and attention to detail
• The work environment will subject employees to continual interruptions and changing priorities. Effective, consistent, and constant communication with customers, vendors, co-workers, and others is required
• Saturday Dispatch
  
  Schedule:
  
  Sign up to work 2-3 Saturdays per quarter to dispatch field professionals.
• Shift: 8:30am-5pm

• Discounted Health insurance premiums for the employee and any eligible family members
• 100% covered Dental & Vision insurance
• Competitive 401K Retirement program (HB contributes up to 10%)
• 15 Paid Time Off Days
• 9 paid holidays
• Referral Program
• Employee Discounts plus Friends & Family Discounts
• We believe in promoting from within and there are many areas to advance in our company