Dispatcher

Job Description

Job Description

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About Wighton's Electric, Plumbing, Heating, and Air
Wighton's Electric, Plumbing, Heating, and Air is the leading provider of residential & commercial plumbing, heating, & AC systems in the Central Coast. As the longest-running HVAC business in SLO County, our team is proud to celebrate 68 years of reliably caring for our customers, co-workers, and community. We’re also proud to build a workplace that promotes the personal and professional development of our employees. At Wighton’s, we deliver “Comfort you can trust”. We focus on the happiness and satisfaction of our customers by empowering our team with the best training, safety, and technology available.

As a Dispatcher, you’ll play a key role in our team’s success by communicating with technicians, facilitating operations with team members, and coordinating with customers to get the job done safely and exceptionally. In this role, you’ll serve as a critical liaison to customer service and production, while proactively informing customers on schedule, job progress, and all key details of their service. You’ll work cross-functionally with managers and match technician skill sets with service requirements Finally, you’ll have the chance to grow your career through best-in-class training and opportunities.

Responsibilities
The job duties below include, but are not limited to:

• Understand how to prioritize opportunities and match the right technician to the right call to hit daily sales and revenue goal
• Optimize technician routes to minimize travel times and ensure timely arrival at customer locations
• Communicate with both customers and technicians, providing updates on appointment times, potential delays and job progress
• Receive service requests via phone, email, or other communication channels and then assign them to available technicians based on location, skill set and urgency
• Advocate for customers while coordinating internally with construction managers and other key team members
• Handle customer inquiries, address concerns and ensure a positive customer experience
• Maintain accurate records of service calls, technician schedules, customer information and job statuses
• Assist technicians in resolving issues that may arise during service calls such as parts availability or unforeseen complications.
• Create and maintain service tickets, updating customer files and processing paperwork related to warranty claims
• Generating reports on key performance indicators related to service delivery and technician performance
• Periodically generate new business by booking calls with the service department

Requirements

• High School Diploma
• Excellent communication and customer service skills
• Candidates must be legally authorized to work in the United States without the need for current or future employer-sponsored visa sponsorship. The Company participates in E-Verify to confirm employment eligibility.

Compensation & Benefits

• Hourly salary of $25-$34/Hour.
• 40 hour week with some flexibility on start time. Overtime as necessary.
• Health, Dental, and Vision Insurance
• Eligible for HSA Account
• Paid holidays, sick days and vacation 401K
• Company Stock Options

​ We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

 

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