Dispatcher - Houston

OverviewAbacus is seeking exceptionally skilled and dependable Service Coordinators (Dispatchers) to join our dynamic team. Reporting to the Dispatch Manager, you will drive revenue by identifying top leads and matching them with the best technicians. Your responsibilities include ensuring the accuracy of technician schedules and customer records and maintaining strong relationships with clients by proactively addressing their concerns.At the heart of this role is a commitment to prioritizing the customer and their experience. You will manage changes in real-time and communicate effectively with all stakeholders to provide outstanding customer service, ensuring satisfaction and exceeding expectations.As a valued member, you will contribute to the development of our processes, including procedure updates and workflow changes as needed.Schedule: Day and Night Shifts Available!Day shift:Shift A: 6:30am-3:30pm5 days a week with 2 days offWeekends requiredShift B: 10am-7pm5 days a week with 2 days offWeekends requiredNight Shift:Shift C: 1pm-10pm5 days a week with 2 days offWeekends required*Schedule is 40/hrs/Week (Full-Time)What's In It For Me?Market Value Compensation $21-$24/hr, commensurate with experienceAnnual reviews and monthly performance-based bonusPaid & continuous training for your professional developmentOvertime available as neededPTO PlanHealth, Vision and Dental plans for you and your family to choose from401K Retirement Plan with company match up to 30%Life Insurance, Short-Term and Long-Term DisabilitySpecial Program Options: FSA, EPA, Legal Services, and Identity TheftContinuous Training for your Professional DevelopmentWorking in a dynamic, collaborative, and fun environmentCoached and supported career growthResponsibilitiesWhat Leads to Success as a Service CoordinatorDispatchingEnhance revenue generation by identifying and evaluating the best leads and assigning them to the best-matched technicians.Monitor technician schedules daily.Coordinate work order parts status.Receive and record completed work orders from field technicians.AuditingEnsure that all customer records and appointments have correct information.Verify that dispatching and technician schedules remain accurate.SchedulingCreate and maintain customer appointments.Coordinate appointment-related activities and ensure timely completion of tasks.Contact customers to provide updates and confirm appointments.DocumentationMaintain accurate documentation of appointment-related activities and changes.Handle paperwork for assigned departments and technicians.Customer Relationship ManagementAct with our customers in mind and go the extra mile to maintain strong relationships with internal & external clients.Promote and enhance the value of our services to ensure continuous customer engagement with our programs.Proactively address their concerns and ensure their satisfaction throughout the operational process.Issue ResolutionAddress conflicts that arise and provide timely solutions to customers and internal clients.Change ManagementManage changes to appointments, customer or technician schedules, and obtain necessary approvals for modifications.Adjust in real-time using the latest data to ensure the right technician is dispatched, providing optimal customer service.CommunicationFacilitate effective communication among customers, team members, technicians, and managers through multiple communication systems.Answer general questions regarding rebates, system operations, warranties, etc., from customers.QualificationsQualifications for ExcellenceRequiredMinimum 3 years of dispatching experience, preferably in Plumbing, HVAC, Electrical, or a related industryPermit experience (preferred)Demonstrates high resilience, maintaining composure and focus in high-pressure, fast paced environmentsRegular and consistent attendance is required.Exhibits a strong work ethic with a high sense of urgency to achieve first-call resolutionProficient in basic to intermediate computer skills, particularly with Microsoft applicationsFlexible to work mornings, evenings, weekdays, weekends, and holidaysAvailable to work 40 hours per weekWilling to work overtime as needed to meet business demandsPossesses superior time-management and multi-tasking skillsReliable transportation for commuting to workPreferredExperience with Service Titan programHigh School Diploma or GEDBilingual fluency in English and SpanishWrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.#J-18808-Ljbffr

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