Dispatcher, Sr. jobs in Baton Rouge, LA

AccuTemp Services is a home services company specializing in HVAC, Electrical, and Plumbing services. We have been in business since 2006 and we keep on growing because we only hire the best to provide our customers with service to the highest degree. You’ve probably seen our trucks and our ads but what you don’t know is what it’s like to be a part of a team like this! We inspire ongoing training and education to facilitate growth and to encourage our employees to reach their highest potential. People often come to us looking for a job, but they stay with us because they find a fulfilling career, room to grow, and opportunities to excel. AccuTemp has been recognized as one of the Baton Rouge Business Report’s “Best Places to Work” for 2021 because of our commitment to serve our team, our customers, and our community.

Job Overview

Responsible for meeting the needs of customers through managing technicians’ daily schedule of calls, foreseeing potential scheduling conflicts, updating customers throughout the day, and making adjustments as necessary throughout the day. Work closely with the Call Center Manager to maintain 5 star customer service and with the Service Manager to meet all KPIs.

Service Responsibilities and Duties

• Be professional and establish customer rapport, encouraging repeat business.
• Daily attend dispatch huddle and provide feedback on any issues with technicians.
• Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls.
• Review any uncompleted jobs from the previous day and implement an action plan.
• Manage the whereabouts and needs of every technician on their team.
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming service calls.
• Alert Service Manager if technician is on a job longer than 1 hour without diagnosing the issue.
• Coordinate runners for technicians when needed.
• Coordinate transportation of apprentices/ride alongs with techs in the field to get them back to the shop.
• Set up the dispatch board for the next day before you leave each day, prioritizing opportunity call and PMA opportunities by the Hot Hand Tech in each category.
• Relay accurate information to technicians, ensuring proficient, quality customer experiences.
• Update customers throughout the day on technician’s progress by sending update texts twice a day (before and after lunch).
• Call customers to confirm each job before the technician dispatches.
• Monitor service estimates to be created, sent to customers, parts ordered, and job created.
• Customers should be contacted by 8am to let them know we’re working on their quote. Service quote should be available to them by noon, prioritizing down units first.
• Daily update the job history for jobs on hold, contacting customers every other day with the current status of their job.
• Schedule jobs with the customer for received parts in order to complete jobs on hold.
• Schedule commercial maintenances, ordering filters and belts monthly as needed.
• Update technician shifts and on call schedule in ServiceTitan monthly, adjusting as needed.
• Brief the late shift CSRs with the status of the dispatch board before you leave each day.
• Process invoices that were not completed by dispatchers, ensuring that customers receive their invoice within 24 hours of service.

What you will get if you join us:

● Bonuses and Spiffs

● 401(k) with 3% matching

● Medical, Dental and Vision plans

● $20K Life Insurance Policy Free to Employees

● Short- and Long-Term Disability plans

● Paid time off 6 holidays

● Opportunities for advancement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Are you willing to submit to a company sponsored background check and drug screen, according to local laws and regulations?

Experience:

• Dispatching and HVAC/Plumbing/Electric Industry: 1 year (Preferred)

Work Location: In person