Lead Dispatcher

Summary

Full medical, dental, vision, life insurance plans, and employee assistance programs401k with company matchingSick time: 40 hours front-loaded when you reach 90 daysPaid time off: floating holidays & vacation starts accruing after 90 daysResponsibilities:Oversee the service and repair dispatch board, ensuring calls are scheduled efficiently and technician coverage is properly balancedServe as the primary point of escalation for scheduling conflicts or complex issues on the service and repair boardDispatch and debrief service and repair technicians after completion of each call when neededMonitor job progress and adjust technician schedules as neededAssist with prioritizing emergency and high-priority callsServe as a liaison between technicians, customers and internal departmentsTrain and mentor dispatchers supporting the service and repair board on systems, processes, and best practicesCalculate and report on key metrics for the service and repair board, including arrival times and technician performanceIdentify process improvements and help implement policy or procedure changes for service and repair dispatch operationsAssist management with scheduling conflicts, staffing needs, and daily oversight of the service and repair boardQualifications:4 or more years of experience as a Dispatcher, including prior experience mentoring or leading othersExceptional customer service and conflict-resolution skillsStrong organizational and multitasking abilities in a fast-paced environmentService Titan experience requiredPhysical Requirements:Must be able to lift, push, pull, and/or move up to 25 pounds.Regularly required to sit, walk, stand, stoop, bend, squat, open doors, and climb/descend stairs.Operate standard office equipment (computers, phones, copier, fax machine or scanner).Environmental Conditions:Climate-controlled Office setting.Bill Howe started AM/PM Sewer & Drain Cleaning in 1980. The company began out of Bill Howe's studio apartment in Pacific Beach, with one goal in mind – give San Diego residents a plumbing company they can trust and continuously build a repeat customer base. By 1983, Tina Howe joined the ranks of Bill Howe as the very first customer care representative. Together Bill and Tina laid the groundwork for the 200+ employees that call Bill Howe home. Today, the Bill Howe Family of Companies has evolved into San Diego's most prominent home services company with an 80% repeat and referral customer base. We offer quality plumbing, epoxy lining, heating and air, and flood and restoration services alongside legendary customer service. We Know Howe!All Team Members are expected to operate in line with our workplace core values which are:The Bill H.O.W.E WayHeart: Fiercely committed to the needs of our employees, communities, and customersOpportunity: Focused on building career paths, promoting from within, and offering competitive training and educational opportunities#J-18808-Ljbffr

Job Description

Full medical, dental, vision, life insurance plans, and employee assistance programs401k with company matchingSick time: 40 hours front-loaded when you reach 90 daysPaid time off: floating holidays & vacation starts accruing after 90 daysResponsibilities:Oversee the service and repair dispatch board, ensuring calls are scheduled efficiently and technician coverage is properly balancedServe as the primary point of escalation for scheduling conflicts or complex issues on the service and repair boardDispatch and debrief service and repair technicians after completion of each call when neededMonitor job progress and adjust technician schedules as neededAssist with prioritizing emergency and high-priority callsServe as a liaison between technicians, customers and internal departmentsTrain and mentor dispatchers supporting the service and repair board on systems, processes, and best practicesCalculate and report on key metrics for the service and repair board, including arrival times and technician performanceIdentify process improvements and help implement policy or procedure changes for service and repair dispatch operationsAssist management with scheduling conflicts, staffing needs, and daily oversight of the service and repair boardQualifications:4 or more years of experience as a Dispatcher, including prior experience mentoring or leading othersExceptional customer service and conflict-resolution skillsStrong organizational and multitasking abilities in a fast-paced environmentService Titan experience requiredPhysical Requirements:Must be able to lift, push, pull, and/or move up to 25 pounds.Regularly required to sit, walk, stand, stoop, bend, squat, open doors, and climb/descend stairs.Operate standard office equipment (computers, phones, copier, fax machine or scanner).Environmental Conditions:Climate-controlled Office setting.Bill Howe started AM/PM Sewer & Drain Cleaning in 1980. The company began out of Bill Howe's studio apartment in Pacific Beach, with one goal in mind – give San Diego residents a plumbing company they can trust and continuously build a repeat customer base. By 1983, Tina Howe joined the ranks of Bill Howe as the very first customer care representative. Together Bill and Tina laid the groundwork for the 200+ employees that call Bill Howe home. Today, the Bill Howe Family of Companies has evolved into San Diego's most prominent home services company with an 80% repeat and referral customer base. We offer quality plumbing, epoxy lining, heating and air, and flood and restoration services alongside legendary customer service. We Know Howe!All Team Members are expected to operate in line with our workplace core values which are:The Bill H.O.W.E WayHeart: Fiercely committed to the needs of our employees, communities, and customersOpportunity: Focused on building career paths, promoting from within, and offering competitive training and educational opportunities#J-18808-Ljbffr