Dispatch Team Lead

Job Description

Job Description

Job Title : Dispatch Team Lead

We Are Elmer's Home Services, Serving San Antonio, Houston, and Dallas Areas Since 2004.

At Elmer's Home Services, we proudly serve San Antonio, Houston, and the Dallas-Fort Worth Metroplex with top-notch HVAC and plumbing services. Our commitment is simple : we show up on time, do what we say we'll do, and always do it right. We go above and beyond to exceed your expectations because we value your time and your home. Our team is dedicated to continuous learning, with weekly training to enhance skills and elevate customer service. A t Elmer's, we treat you like family-because we believe every customer deserves the same care and respect we give our own employees. Whether you need furnace maintenance, plumbing repair, or AC installation, we've got you covered. Contact Elmer's Home Services in San Antonio, Houston, and Dallas areas today!

Our Core Values : Vision :

We exist to serve more than businesses and homes - we serve people.

Integrity Always :

We lead with honesty and do the right thing, every time - even when no one's watching.

Safety Above All :

The well-being of our people and the families we serve comes first.

Community Commitment :

Giving back, supporting local initiatives, and standing with our neighbors, we strengthen the communities we're part of.

Respect & Teamwork : We succeed together.

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.