Dispatcher

Job Description

Job Description

Who We Are  

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm, Genstar Capital, serving 2 million customers across 48 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. 

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. 

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.  

 

Position Summary

Reporting to the Service Delivery Manager, the Dispatcher (Mid-Shift) will provide effective and efficient scheduling / routing of the IHT technicians and plumbers. Dispatcher responsibilities include, but are not limited to, managing day-to-day technician workload and scheduling installs; identifying, prioritizing, and dispatching emergency work in a timely and accurate manner is a must; reviewing and verifying next day, week, and month routing to ensure workload is at 100% capacity; and creating and maintaining a positive customer service experience while pro-actively optimizing operation.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office schedule is required (Monday - Friday, 10:30am - 7pm) and rotated Saturday's (7am - 5pm) is work from home.

 

Responsibilities Include But Are Not Limited To

• Managing day-to-day technician workload and scheduling installs.
• Identifying, prioritizing, and dispatching emergency work in a timely and accurate manner.
• Review and verify next day, week, month routing, to ensure workload is at 100% capacity.
• Create and maintain a positive customer service experience while pro-actively optimizing operation. 

 

We're Excited if This is You

Experience and Qualifications of the Role

• 3-5 years of dispatching experience with a Field Operations focus.
• 3-5 years minimum in a dispatching role with HVAC knowledge.
• Knowledge of trade services which may include HVAC, Appliance, Plumbing, and Electrical. 

 

Computer Skills Needed to Perform This Job

• Proficiency in Microsoft and Google Suites.
• Knowledge of Oracle Field Service.

 

Education

• High School diploma/GED required OR equivalent work experience.
• BA/BS degree (preferred)

 

Certificates, Licenses, Registrations

• N/A

 

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $20.50 - $30.75 USD Hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Listening -  Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Perseverance -  Pursues everything with energy, drive, and a need to finish; seldom gives up after finishing, especially in the face of resistance or setbacks.

Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Self-Development - Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.