Dispatcher

Job Type

Full-time

Description

Goettl is the total home comfort solution provider, enhancing the quality of life in the communities we serve. Founded in 1939 by Gust and Adam Goettl, their commitment to providing quality and reliable service remains the cornerstone of the company's values to this day. As Sadie Certified professionals, we specialize in superior air and water purification, HVAC, and plumbing services in Arizona, Nevada, Southern California, and Texas. To learn more, visit Goettl.com.

Results Statement:
The result of successfully performing this role includes dispatching and deploying technicians while ensuring all customer calls have been addressed in a timely manner while executing impeccable customer service

Tactical Work:

• Ensure response times are within our standardized quota and maintenance agreements are performed according to contract
• Attend ongoing training to ensure you are fully aware of all our products and services so they can speak intelligently to our customers about our offerings
• Partner with the Service, Sales, and the Operations Manager regarding conversions to ensure they get rescheduled appropriately
• Building Projects in Service Titan
• PO Management
• Material & Equipment Ordering
• Reschedule Calls when necessary
• ETA on techs if they are running behind- communicate with customers
• Verify Calls 24 hours in advance
• Confirm the call center booked the calls correctly prior to tech getting dispatched
• Sell service agreements - Renew service agreements
• Assist in managing the technician to ensure all outstanding compliance related documents have been addressed appropriate
• Build and schedule projects
• Review calls to ensure they are booked correctly prior to dispatching

Vital Factors:

• Meet or exceed the following daily budgeted KPIs:
• Less than 10% reschedule rate
• Conduct happy calls to 100% of our customers
• Interact with 100% of our customers

Position Specific:

• Re-schedule jobs if there is any delay in the process
• Answer all calls by the second ring
• Ensure all appropriate signatures for all jobs have been collected
• Review calls to ensure they have been completed properly
• Dictate accurate notes from the customer that is relayed by the technician and ensure they are entered in ServiceTitan
• Your work will be performed in the timeframe agreed to with your manager
• Follow up on all jobs
• Funnel all challenges identified by the technician to the Service
• Partner with call center personnel regarding the technicians location, daily availability for new appoints, and edits to technician schedules.

Company-Wide:

• All work will be performed the right way, not the easy way
• All work will be performed according to the company's policies and standards
• Immediate manager will be notified of any issues that cannot be resolved, or deadlines that can't be met within a reasonable timeframe
• Client and company information will be held strictly confidential
• In all actions, abide by our company's vision and values of Excellence, Action, Growth and Innovation

Our Benefits:

• Paid Training
• Competitive Pay
• Career Growth
• 401K match
• Paid Vacation

Insurance:

• Medical
• Dental
• Life Insurance
• Critical Illness or Hospital Indemnity
• Vision
• Disability

Requirements

• A minimum of 1 year of dispatching experience
• A minimum of 1 year of call center experience
• A minimum of 1 year customer service experience
• Must be available Wednesday to Sunday from 9am to 6pm.
• Available to work on site in Austin
• Complete a pre-employment drug screening (Marijuana, Cocaine, Amphetamines, Opiates, Propoxyphene, PCP, Barbiturates, Benzodiazepines, Methadone) and comprehensive background check.
• US work authorization

Physical Demands:

Requires long periods of sitting at a desk on the phone and working on a computer. Ability to speak, hear, listen, read, write and communicate both verbally and written required. Reasonable accommodations may be made to enable individuals with disabilities to perform these position specific essential functions.

Goettl is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Goettl is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Goettl are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Goettl will not tolerate discrimination or harassment based on any of these characteristics. Goettl encourages applicants of all ages.

Salary Description

$18 - $21/ hour DOE...