Dispatcher in Sarasota, Florida at Acree Plumbing, Air & Electric

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.

About Acree Plumbing Air and Electric

Acree has been in business since 1967 (over 50 years!). We proudly service the Tampa community and the other counties: Pinellas, Pasco, some Polk, and Manatee. We offer same-day service from top-notch technicians that provide unparalleled customer service.

At Acree, we believe that our employees will take great care of our customers because we take great care of our employees. Everybody Wins!

Why Join Us?

• Competitive hourly pay + 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)
• Opportunities for advancement in a company that promotes from within

What You'll Do

• Coordinate and schedule service calls, ensuring the right technician is assigned to the right job at the right time
• Serve as a key point of contact between customers, technicians, customer service, and branch leadership
• Monitor and manage the dispatch board to maximize technician productivity, efficiency, and customer satisfaction
• Communicate proactively with customers regarding appointment updates, arrival times, and scheduling changes
• Support technicians throughout the day by providing scheduling updates, job information, and logistical assistance
• Coordinate parts availability, return visits, and follow-up appointments to ensure jobs are completed successfully
• Resolve scheduling challenges and customer concerns with professionalism, urgency, and a solutions-oriented mindset
• Partner closely with Customer Service, Service Managers, and other departments to deliver a seamless customer experience
• Help drive branch performance by keeping technicians productive, appointments on schedule, and customers informed

What We're Looking For

• Strong customer service skills with a passion for helping customers and solving problems
• Excellent communication skills and the ability to build positive relationships with customers, technicians, and internal teams
• Strong organizational and multitasking abilities in a fast-paced environment
• Critical thinker who can make sound decisions and adjust priorities throughout the day
• Detail-oriented with strong follow-through and accountability
• Comfortable using computers, Microsoft Office, email, and scheduling software; ServiceTitan experience preferred
• Self-motivated, dependable, and team-oriented with a positive attitude
• Experience in dispatching, scheduling, call center operations, customer service, or the home services industry preferred
• High School Diploma or equivalent required
• Ability to work a flexible schedule based on business needs

QUALIFICATIONS/ABILITIES:

• Self-starter, reliable, flexibility with hours
• Strong customer service skills
• 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.

ESSENTIAL JOB FUNCTIONS:

• Deliver exceptional customer service.
• Prepare detailed work orders and supporting documents for every order.
• Dispatch technicians promptly and provide ongoing scheduling services.
• Utilize Service Titan to manage and monitor customer relationships.
• Manage the scheduling of the different departments, assigning technicians based on availability, location, and job requirements for optimal efficiency.
• Ensure adequate supplies and materials by creating and maintaining purchase orders.
• Provide clients with comprehensive warranty information and process all warranties promptly.
• Make sure that permits are pulled and closed promptly.
• Contribute to accounts payable/receivable activities and provide the necessary documentation.
• Generate weekly status reports tracking work orders, estimates, inquiries, etc.
• File, scan, and other office tasks as required.
• Outbound calling to our customer database to schedule appointments
• Follow up satisfaction calls to our completed jobs
• Participate in training so that you grow and develop as a professional.
• Maintain communication with dispatch and your manager.
• Ability to stay calm in high-stress situations and keep a professional, calm demeanor
• Conveys a positive impression of the company while establishing and building long-term customer relationships
• Communicates effectively and collaborates with all internal departments to satisfy customer needs
• Contributes to the department and company's success by meeting and exceeding all performance objectives
• Maintains proficiency of performance by staying current on all updates processes and changes
• Proactively identify areas for process change to improve customer-handling procedures
• Train incoming new hires
• Generate internal reports
• Attend daily huddle meetings
• Provide cancellation reports to the manager.
• Job scrubbing
• Online bookings
• Update technician job order
• Other duties as assigned

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

Physical Demands:

• Prolonged periods sitting at a desk and working on a computer.
• Climbing up and down stairs from time to time
• Moderate lifting may be required (15-20) pounds
• Ability to work more than 40 hours per work week and up to 12 hours per day

Working Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
• Dress code is business casual

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE