Job description

Role Overview:

As a Dispatcher at Maxwell, you will play a crucial role in managing the scheduling and execution service calls and projects. Your primary responsibilities will include customer call management, schedule management, team collaboration, and performance analysis. You will also be responsible for pricing and quoting jobs, client follow-up, work order management, and customer issue resolution. Collaboration with the team and effective communication with clients will be essential to achieving key objectives and ensuring customer satisfaction.

Benefits:

• 401(k)
• Health insurance
• Vision/Dental
• Paid Holidays
• Paid sick time
• Paid vacation
• Bonus
• Referral program

Primary Responsibilities:

1. Customer Call Management: Receive and schedule customer calls for service, ensuring prompt response and efficient allocation of resources.

2. Schedule Management: Manage the schedule of assigned mechanics and helpers, ensuring timely completion of service calls and preventative maintenance tasks.

3. Daily Debriefs: Debrief activities of assigned technicians/mechanics daily, coordinating with them to resolve concerns promptly and maintain customer satisfaction.

4. Team Collaboration: Partner effectively with the team to ensure technical service work is completed within a reasonable timeframe and meets customer expectations.

5. Performance Analysis: Analyze and assess technical team performance, making adjustments as needed to enhance customer satisfaction in a cost-effective manner.

6. Pricing and Quoting: Price and quote all jobs written up by technicians in the field, providing accurate estimates and transparent communication with customers.

7. Client Follow-Up: Follow up with clients to confirm receipt of quotes and address any questions or concerns regarding quoted work.

8. Work Order Management: Open and order all approved work once jobs are approved to ensure timely procurement of necessary parts and materials.

9. Customer Issue Resolution: Address customer inquiries and resolve or escalate issues as appropriate to ensure customer satisfaction and retention.

Qualifications:

• Experience in dispatching or customer service in the HVAC or plumbing industry.
• Strong organizational skills and the ability to manage multiple schedules efficiently.
• Excellent communication and problem-solving skills.
• Experience with Service Titan is a plus.
• Ability to analyze and adjust team performance based on job completion and customer feedback.

Collaborative Efforts:

· Act as a Team Player: Provide assistance and support to new and existing staff members in the office to foster a collaborative work environment.

· Address Potential Issues: Offer assistance and guidance to address potential issues or concerns that may arise, ensuring smooth operations and customer satisfaction.

Job Type: Full-time

Pay: $26.00 - $32.00 per hour

Schedule:

• Monday to Friday
• On call

Experience:

• Dispatching: 4 years (Required)

Ability to Commute:

• Queens, NY (Required)

Work Location: In person