Dispatcher

About the Role

We’re seeking a detail-oriented and customer-focused Dispatcher to join our team at Akian Plumbing, Heating, Cooling & Electric in Watertown, MA. Reporting to the Dispatch Supervisor, this position assists in the achievement of the company’s strategic objectives and annual goals through the delivery of exceptional service and support reflective of the company's vision, mission, purpose, and values.

The ideal candidate will excel at multitasking in a fast-paced office environment, possess strong geographical knowledge of our service area, and maintain excellent communication skills to coordinate between field technicians, sales staff, and our customers.

Responsibilities

Schedule & Operations Management

Create a positive customer experience on every interaction.

Maintain the daily schedule for all service technicians and dispatch technicians as service calls are completed.

Prioritize calls using Akian’s call priority system according to the greatest customer and operational needs.

Monitor the appointment schedule as it evolves throughout the day and contact customers promptly if there is any delay in their scheduled arrival time.

Monitor daily call counts and revenue goals to help ensure each department meets its daily, weekly, and monthly targets.

Communication & Administrative Support

Act as a backup for taking inbound customer calls as needed.

Communicate effectively with customers, vendors, technicians, sales staff, and department personnel via telephone, email, and written correspondence to answer inquiries or provide information.

Maintain complete, accurate, and updated customer records within the company database.

Perform administrative duties to assist with the overall efficiency of operations.

Promptly report any service issues to the appropriate leader to ensure 100% customer satisfaction is maintained.

Effectively manage conflict resolution with customers through clear, empathetic communication, addressing all concerns and questions expediently.

Additional Duties

Perform other operational and support duties as assigned by leadership.

Position Requirements

1 to 3 years of preferred experience in Customer Service and/or Dispatching.

High School Diploma or GED required; Associate's Degree preferred.

Ability to communicate clearly in a positive, nurturing manner.

Proficiency in Microsoft Office Suite products.

Proven ability to perform multiple tasks in a fast-paced environment.

Exceptional interpersonal and communication skills, both written and verbal.

Demonstrated ability to function effectively within a team-oriented environment.

Geographical knowledge of the local service area and strong map reading skills.

Position Specific Standards

Maintain strict confidentiality on all private, sensitive, and proprietary business issues and concerns.

Demonstrate a willingness to pursue professional development through continued training opportunities.

Flexibility and willingness to work hours outside of the normal work schedule when required.

Physical Requirements

Regularly spend long hours sitting and using office equipment, computers, and computer-aided call management software (approximately 80% of the time) in a cubicle office environment.

Spend a majority of the workday on the telephone interacting directly with customers and technicians.

Possess good visual acuity and sufficient functioning to operate computer-aided call management hardware, software, and communication equipment.

Occasionally lift objects weighing 5 to 10 pounds.

Ability to work extended hours, nights, or weekends as operational needs arise.