Dispatch Team Lead

Job Title : Dispatch Team Lead

Job Summary :

The Dispatch Team Lead plays a crucial role in ensuring both company profitability and customer satisfaction by supervising the company's dispatch team. In this position, the dispatcher strategically creates schedules and assigns technicians to job sites based on profitability and historical performance. Strong customer service, communication, and organizational skills are essential for success in this role. Dispatchers must possess the ability to motivate technicians while maintaining clear and concise communication. They are responsible for accurately summarizing job details for technicians and regularly communicating with customers. Dispatchers prioritize dispatching based on requested lead times and ensure customers are kept informed throughout the process.

Additionally, this role involves overseeing the training and efficiency of assigned technicians and ensuring their adherence to the company's policies.

Essential Duties and Responsibilities :

The essential functions include, but are not limited to, the following :

• Maintaining responsibility for dispatching the company's technicians in a manner that maximizes efficiency, profitability and ensures customer satisfaction.
• Maintain excellent customer service and help with answering inbound calls when needed.
• Outbound calling as needed to ensure technicians have full schedules every day.
• Scheduling and dispatching correct technicians to customers' homes or businesses.
• Verifying work done, work suggested, invoicing and options sheets are properly completed.
• Following up with customers to ensure satisfaction.
• Identifying and scheduling follow-ups as needed.
• Follow up on parts as required, never to leave a customer down.
• Returning customer & technician calls as needed.
• Checking & replying to emails urgently.
• Maintaining accurate job summaries as technicians' complete calls.
• Verifying parts usage as technicians complete calls.

Supervisor Responsibilities of this Role :

Oversees the Dispatch functions. Carries out supervisory responsibilities in accordance with organization policies and applicable laws. Responsibilities include staff selection, establishing expectations / goals, employee development, planning, assigning, and directing work; appraising performance; rewarding, and resolving employee concerns.

performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Success Factors and Performance Indicators :

T he Dispatch Team Lead's success will be measured by many factors pertaining to the job, including, but not limited to :

get results through others.

months.

multiple priorities.

adherence to procedures and processes.

strategic and tactical levels.

Minimum Qualifications :

communication skills with a talent for customer

service

prioritize tasks

judgment and problem-solving

Must have the ability to pass a background check and drug screening test.