Dispatch Coordinator Position Available In Norfolk, Massachusetts

Dispatch Coordinator Minuteman Plumbing, Heating & Cooling South Weymouth, MA 02190 • Hybrid work Job Summary The Dispatch Coordinator supports the day-to-day operations of the company by efficiently scheduling and dispatching technicians to calls. This role requires the Dispatch Coordinator to think critically to ensure they are dispatching the best fit technician for the call. If an issue arises, the Dispatch Coordinator will work diligently to solve the problem, to the customer’s satisfaction. As part of this responsibility, the Dispatch Coordinator will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful Dispatch Coordinator must have the ability to function as a part of a team and be able to think creatively and critically. The Dispatch Coordinator must also be able to work under pressure, while maintaining a positive and forward-thinking attitude. Duties The Dispatch Coordinator reports to the General Manager 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 generate revenue, making every effort to compress call scheduling effectively and maximize productivity Notify customers ahead of time without fail if the technician is not going to arrive at their location within the scheduled time window and rescheduling the time at the client’s convenience Follow a dispatching prioritization model and work with lead technicians to ensure all technicians are scheduled and leads are followed Share responsibility to ensure that all technicians arrive at their designated appointments ON TIME Handle customer complaints/ concerns in a timely manner Maintain recurring service appointments to follow prescribed maintenance schedules Review and call all follow-ups from the previous day / week for all unsold estimates Receive incoming customer calls, recognizing that this is where the customer will form their first impression of the company; good communication with the customer is essential Work with customer service rep to ensure the phone is answered before the third ring Notify customers ahead of time if the technician is not going to arrive within the scheduled time window, and reschedule the time to the customer’s satisfaction Participate in weekly huddles with the team onsite and via Zoom Maintain a high degree of integrity and loyalty toward the company and brand Always be safety conscious both on the job and while driving Participate actively in all training exercises and meetings Other duties as assigned Skills Self-starter, reliable, flexible with hours Strong customer service skills Excellent communication skills, both verbal and written, to interact with various stakeholders Tech savvy and proficiency with ServiceTitan & Microsoft suite Strong data entry skills with attention to detail Ability to work under pressure in a fast-paced environment while maintaining accuracy This position requires a proactive approach to problem-solving, a commitment to both operational excellence and customer service, and the ability to adapt to changing circumstances in the home services (plumbing & HVAC) landscape

Job Type:

Full-time Pay:

$50,000.00 – $75,000.00 per year

Benefits:

401(k) 401(k) matching Health insurance Paid time off Parental leave

Schedule:

Monday to Friday Ability to

Commute:

South Weymouth, MA 02190 (Required) Ability to

Relocate:

South Weymouth, MA 02190: Relocate before starting work (Required)

Work Location:

Hybrid remote in South Weymouth, MA 02190