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Position: Dispatcher - Heating and Cooling

Service Legends has been serving the community of Des Moines with the best service in the HVAC industry since 1995. We have experienced significant growth every year we have been in business. We have never downsized! We continue to grow by finding the right people and letting them do what they do best! We pride ourselves as families working for families.


Our Dispatchers work closely with our technicians and customers to ensure that we continue to provide world class service. 


Summary of Position

To ensure 100% Client Satisfaction by owning each client and ensuring they are served.  The Dispatcher is responsible for assigning service calls to corresponding service team members to ensure the right technician is assigned to the right call.  In addition, this position is required to make outbound calls for dispatch and client satisfaction calls to all clients serviced during the day.  This role is responsible for recording accurate debriefs of all service calls completed.   


Essential Job Functions

  • Analyze scheduled calls on the dispatch board and assign them to the appropriate service technician based on skill & knowledge level.
  • Receive incoming debrief calls from service technicians, ensuring proper recording of all work performed, suggested and pending.
  • Perform Happy Checks with our clients, ensuring the highest level of satisfaction.
  • Confirm service related calls for the following day. 
  • Manage and schedule holding for parts calls, ensuring nothing is backlogged more than 7 days.
  • When directed, prepare and complete written client communications.
  • Demonstrate accuracy and thoroughness in all aspects of position.
  • Show ability to make timely decisions in the best interest of the customer and company.
  • Provide back up to Customer Service Representatives and participate in on-call rotation.


Essential Job Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and Experience

  • High School diploma or equivalent required
  • 1 year of administratvie experience preferred
  • 1 year customer service ecperience preferred
  • Previous experience in a dispatch role preferred.


Required Skills

  • Must have excellent phone etiquette and have the ability to manage multiple telephone lines in a professional and positive manner.
  • Must be able to effectively prioritize and organize daily job duties
  • Must be able to accurately enter order information, including updating of customer accounts, telephone and contact numbers.
  • Computer Skills:  Must be proficient in Microsoft Excel and Microsoft Word; experience with Citrix software preferred.
  • Language Skills:  Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other team members of the  organization. Must be able to read, write, speak and comprehend English.
  • Mathematical Skills:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.


Special Position Requirements

  • Must be able to participate in the after-hours on-call service, requiring response to customer requests outside of normal business hours including weekends and holidays.  We support our clients 24/7.


ADDITIONAL INFORMATION: 

  • Compensation: $14.00 - $15.00/hour + bonuses
  • Position Type: 9:00 a.m. - 6:00 p.m. Full Time  Monday - Friday + On-call rotation to include weekends and evenings.
  • Other Requirements: Valid driver’s license; ability to pass drug test and criminal background check


It is the policy of Service Legends, Inc. not to discriminate on the basis of race, creed, color, sexual orientation, gender identity, national origin, sex, disability, religion, or age in its programs or employment practices

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