Dispatcher

Job Description

Job Description

Dispatcher

Len The Plumber Heating & Air | Halethorpe, MD

Join a Trusted Name in Home Services!

Len The Plumber Heating & Air is a leading provider of residential plumbing, heating, and air conditioning services across the Mid-Atlantic. Built on a reputation of reliability, professionalism, and customer-first service, we continue to grow by investing in our people, our processes, and the communities we serve.

Why Join Our Team?

• Weekly Pay
• 401(k) with Company Match
• Comprehensive Benefits: Medical, Dental, Vision
• Short- & Long-Term Disability + Company-Paid Life Insurance
• Paid Time Off (PTO) & Holidays
• Employee Assistance Program (EAP)
• Career Growth with a Rapidly Expanding Organization

ESSENTIAL JOB FUNCTIONS:

• Maintains the daily schedule of calls and prioritize the most urgent and profitable calls to meet departmental budgets
• Updates Service Manager throughout the day on revenue and any issues in the field
• Updates Call Center Lead with calls needed to fill schedule
• Manage the whereabouts and needs of technicians in the field
• Maintain efficient communication with field and office personnel via phone call, texts, emails and instant messages
• Learn and become competent with the CRM software
• Confirm upcoming appointments for the department
• Understand strengths and weaknesses of technician to comprehend heatmaps and batting order
• Builds rapport with technicians to foster good communication between tech and dispatcher
• Communicates with customers to keep them informed of their appointment, provide ETA/update and confirmation calls
• Manage Task Manager and complete all tasks in a timely manner
• Reviews service call and any prior customer or location history to drive revenue
• Promotes same day work and rearranges schedule to accommodate completion of job
• Schedules return visits or sold work accordingly in a timely manner
• Reschedules low priority calls to capture the urgent and high priority calls
• Reschedule jobs that were placed on hold
• Cancel calls as needed for accurate record keeping
• Updates customers account as needed with accurate information
• Reviews completed work for accuracy and ensure technicians have captured all needed information.
• Provide reports on technician KPI and revenue as needed
• Participate in ongoing training to develop as a professional
• Other duties as assigned.

Working Conditions/Physical Demands:

Work is generally performed in an office environment.

Ability to sit for prolonged periods of times at a computer

Evening and Weekend Rotation Required

Ability to work overtime as needed

Stable Home Internet Connection for occasional remote work

Qualifications/Abilities:

• Ability to multi-task with a high level of accuracy and attention to detail
• Mastery of prioritization of tasks and responsibilities without oversight
• Strong communication skills, written and verbal
• Proficient with Microsoft Suite to include Word, PowerPoint, Excel, Teams and Outlook
• Goal-driven and results oriented
• Resourceful, quick thinking and adaptive
• Experience with Service Titan preferred but not required

EXPERIENCE/EDUCATION:

High School Diploma or GED

Sales experience strongly desirable.

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