Dispatcher - HVAC/Plumbing Service - Korte

Job description

Korte Does It All is a full-service electrical, HVAC and plumbing company based in New Haven, IN. For over 50 years we have been dedicated to meeting the indoor comfort needs of homeowners and business owners across Fort Wayne and Allen County.

Essential functions/responsibilities

• Evaluate customer calls and match the right technician to every job.
• Prioritize all calls according to urgency and profitability.
• Relay accurate information to technicians.
• Manage the whereabouts and needs of every technician in the field.
• Debrief with technician after every call, verifying material used, description of work and payment received.
• Be professional and establish customer rapport to encourage repeat business.
• Make reminder calls for the next day’s calls.
• Maintain ONCALL schedule, making updates & changes as needed. Reporting changes to management group as well as maintaining dashboard for after-hours answering service.
• Work with PMA coordinator to schedule Commercial PMA visits.
• Backup for other trade dispatchers when necessary.
• Answer incoming calls. Transferring to proper person.
• Schedule incoming service calls for all trades.
• Schedule sales calls for our consulting team.
• Other duties as assigned by supervisor.

Qualifications

• Proven customer service skills.
• Highly organized with exceptional follow-through abilities.
• Able to work in a fast-paced, noisy, constantly changing environment.
• Ability to build trust and demonstrate empathy.
• Able to work as a team as well as make independent decisions in urgent situations.
• Highly motivated, flexible, and a great attitude.
• Able to work flexible hours with overtime as needed.
• Previous experience in dispatching for the trades or other fast-moving schedules. (Preferred)
• Service Titan experience a plus. (Preferred)

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical setting:

· Office

Schedule:

· Day shift

· Monday to Friday

Ability to commute/relocate:

· New Haven, IN 46774: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person.

Qualifications:

• Dispatch experience highly preferred
• Ability to pass a background check
• High school diploma (or GED)
• Demonstrate passion for excellence with respect to treating and caring for customers
• Strong decision-making abilities
• Ability to identify customer needs and clearly articulate product and service offerings
• Highly developed sense of integrity and commitment to customer satisfaction
• Meet all attendance and dependability requirements
• Team player
• Multitasking and time management skills with the ability to prioritize

Core Competencies:

• Strong verbal and written communication skills
• Comfortable in navigating through multiple software systems and windows simultaneously
• Ability to show empathy when responding to customer’s needs
• Must be flexible with the ability to adapt to changes quickly and think conceptually

Who/What Are We Looking For?

• Coordinate the transportation movements of the technicians
• Must keep track of the drivers’ schedules as they change throughout the day
• Keep track of the technicians’ start and departure times
• Must maintain a matrix with the techs’ routes, start location, specialty tools and qualifications to be able to assign the right call to the right tech
• Requires interaction with drivers daily
• Anticipate problems with routes and parts by making quick sound decisions
• Respond to special requests from customers related to jobs performed by a technician
• Order parts for special orders
• Maintain techs’ vacation, sick and weekend schedules
• Follow up on all pending/ recommended work
• Forecast workload for 2-3 days out
• Contact customers with parts pending and status of parts