Dispatch Manager - HVAC

Company Name

ARS-Rescue Rooter

Overview

ARS is seeking an experienced Dispatch Manager to organize, direct, and motivate our customer service and dispatch teams in our Houston North Office. We are seeking Managers who have experienced in a Consumer Services experience in an industry such as, HVAC, Plumbing, Utility, or similar industry.

Responsibilities

Manages the daily operations of inbound and outbound call center functions, to include customer service and dispatching teams to establish and maintain the company as an industry leader in customer satisfaction. Ensures that the department provides a high level of service to field operations, timely and accurate service order entry, prompt resolution of reported problems and implementation of quality assurance measures. May have responsibility for dispatching communications. You will be organized and reliable as well as results oriented. The goal is to achieve drive excellent performance from your team that will bring sustainable business growth.

• Manages and develops the Customer Service / Call Center team, Dispatch Unit, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
• Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.
• Performs call evaluations and provides feedback and / or suggestions for improvement.
• Researches complex issues and communicates with departmental personnel to resolve discrepancies.
• Manages outbound telemarketing program to better market existing customer base.
• Ensures that sales goals are attained by assisting in generating sales leads for products, equipment and services.
• Prepares forecasts of future volume as well as analyses of current and past call volume.
• Manages call slip volume to ensure adequate workload for technicians.
• Conducts customer surveys for quality assurance and generates reports for distribution.
• Works closely with dispatching to ensure consistent communication of service information and appointments. May have overall management responsibility for the dispatch function.
• Gathers data and statistics to generate productivity reports and various spreadsheets.
• May maintain warranty and maintenance contract information and files. May generate warranty invoices and submit to the corporate office for payment.
• Answers overflow telephone calls and transfers to the appropriate departments.

Qualifications

ARS is an Equal Opportunity Employer AA / EOE / M / F / V / D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.