Residential Dispatcher

SHAFER SERVICES PLUS , a leader in HVAC, refrigeration, and plumbing in San Antonio, is adding a full-time Residential Dispatcher to our family. The Residential Dispatcher is the link between our customers, our contact center, and our field team. Working in a fast-paced team environment, this team member keeps the Residential HVAC and Plumbing Division's day running smoothly by answering customer calls, building and managing the daily schedule, and getting the right technician to the right job at the right time. This position reports to the Contact Center Supervisor. JOB DESCRIPTION OVERVIEW Dispatch residential HVAC technicians and plumbers to the correct jobs based on skill set, location, priority, and availability; dispatch for success to maximize efficiency and customer satisfaction. Monitor the dispatch board throughout the day, adjusting schedules in real time for emergencies, call-backs, delays, and add-on work. Relay accurate, complete job information to field technicians before they arrive, and keep customers informed of arrival times and schedule changes. Answer inbound customer calls and book service appointments. Make outbound calls to Shafer Members and customers for maintenance scheduling, confirmations, follow-ups, and other outbound projects. Respond to customer requests and resolve issues quickly and favorably, following the company's plan for handling customer complaints and always promoting the Shafer brand promise. Coordinate with technicians, the warehouse, and vendors on parts and equipment needed to complete jobs; issue purchase orders as needed. Review job details and invoices for accuracy before close-out, and assist in the AR process by following up on open service and install balances. Maintain and update the customer database with complete and accurate information so service histories are available to the whole team. Participate in training to boost booked calls, dispatch accuracy and efficiency, and customer service. Help improve, build, and follow dispatch processes and procedures. Any other duties as assigned. TIME REQUIREMENTS This position will require a minimum of 40 hours per week. Flexibility in work hours or schedule may be required in order to accommodate the needs of the business. ***This position is required to participate in the On-Call Rotation, including evenings, weekends, and holidays. (Shafer Services On-Call Policy). DESIRED MINIMUM QUALIFICATIONS High School Diploma or G.E.D. required. 2+ years dispatching experience, preferably in residential HVAC, plumbing, or other in-home services. 1+ years contact center or service coordination experience in a service business environment. 1+ year Service Titan experience strongly preferred. Proficiency with Microsoft Word, Excel, and Outlook, and familiarity with office equipment. Working knowledge of San Antonio-area geography is a plus. REQUIREMENTS Typing Skill of 40 – 45 WPM Accurately Extremely Organized and Detail Oriented Able to Multitask and Make Quick, Sound Scheduling Decisions Handles Stressful Situations and Deadline Pressures Well with a Positive Attitude and Level Temperament Excellent Written and Oral Communication Skills Self-Starter Who Works Well in a High-Performance Team Environment Plans and Carries Out Responsibilities with Minimal Direction Performance Driven At Shafer Services Plus we believe in service excellence and have a heart for improving lives in our local community. For decades, we have provided trustworthy cooling, heating, and plumbing services. “You’re Safer With Shafer” embodies our devotion to serving our customers and supporting the development of our community’s children. Choose Shafer, where your comfort contributes to nurturing a brighter future for our community. For more information, and to see why we're one of San Antonio's Best Places to Work, check out: https://www.youtube.com/watch?v=YYrM9mhdkSg Pay: $20.00 - $25.00 per hour Benefits: 401(k) 401(k) matching Dental…

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