Dispatcher/Call Center Lead

Job Description

Job Description

Dispatcher/Call Center Lead – Montpelier, VT (full-time/onsite)

Tired of always feeling like a number?

Ever wanted to work with a leadership team that has your back?

Do you wish you were valued so much by what you already bring to the table that an owner would, in turn, invest in your future and provide you with a better opportunity?

If you do, give Lloyd Plumbing, Heating, Cooling, Electrical in Montpelier, VT, a chance to show you why we are different, and quite simply, why we’re better than any other place to work.

Let's face it, our industry is a grind. Sometimes the days are too short. Sometimes the days are too long. But at the end of every day, we believe that if you are supported and valued, you will always be ready to come back to work tomorrow. We are looking for a reliable, customer-service-driven Dispatcher (aka Call Center Lead) to join our growing team. We offer competitive pay, generous time off, unmatched support, a family atmosphere, and more fun than you can have anywhere else.

If you are awesome and want to work for an awesome company, apply now!

Employee Perks & Benefits: 

• Competitive hourly wage = $20-28/hour (weekly payroll) + BONSUES/SPIFFS!
• 401(K) Retirement Plan + 3% company match
• Healthcare coverage (company pays 90% employee’s medical coverage) + dental & vision
• PTO, Vacation & Sick Pay (first 0-2 years = 1 week PTO/Vacation and 40 hours sick pay)
• Paid holidays – available after 90 days of employment (includes New Year's Day, Good Friday, Memorial Day, July 4th, Labor Day, Thanksgiving, and Christmas) 
• ALSO - paid birthday off!  
• Company breakfast 2x a week + free refreshments
• Company-provided uniforms and shoe covers
• Company-provided technology: iPad & iPhone 
• Paid training, classes, tuition, and books with a 2-year payback agreement
• FREE Golfing at Woodbury Golf Course under our membership
• Additional employee rewards/incentives (activities, parties, gatherings & more)

The Dispatcher/Call Center Lead 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.

Duties / Responsibilities 

• Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction. 
• Manage the dispatch board to keep field personnel on the move and generate revenue. Make every effort to compress call scheduling effectively and maximize productivity.
• Notify clients ahead of time without fail if the technician is not going to arrive at their home within the scheduled time window, and reschedule the time at the client’s convenience.
• Communicate with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to the technicians. 
• Debrief technicians after each call and insist that all employees collect payment immediately after each job is completed.

Skills / Qualifications

• High school diploma/GED required (Associate's degree preferred).
• 2-5 years of experience in a customer-service-centric role (customer-facing or phone/call center experience preferred).
• Self-starter, reliable, flexible with hours.
• Top-notch telephone etiquette and working knowledge of computers are a must.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Must have a valid driver's license.
• Ability to pass a background check successfully upon hire.
• Ability to pass a drug test successfully upon hire.

Lloyd Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.