Dispatcher; Service Coordinator - Houston

Overview

Abacus is seeking exceptionally skilled and dependable Service Coordinators (Dispatchers) to join our dynamic team. Reporting to the Dispatch Manager, you will play a pivotal role in driving revenue by identifying top leads and matching them with the best technicians. Your responsibilities will 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. Your ability to manage changes in real-time and communicate effectively with all stakeholders will be crucial to providing outstanding customer service. Ensuring customer satisfaction and enhancing their experience will be your primary goal, as you go above and beyond to meet their needs and exceed their expectations.

As a valued member of our team, you will also have the opportunity to contribute to the development of our processes, including procedure updates and workflow changes as needed.

Schedule:

• Weekends required (Saturday and Sunday)
• Evening availability required
• 40 hrs/week (Full-Time)

What's In It For Me?

• Market Value Compensation $21-$24/hr
  , commensurate with experience
• Annual reviews and monthly performance-based bonus
• Paid & continuous training for your professional development
• Overtime available as needed
• PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

What Leads to Success as a Service Coordinator

• Dispatching
  • Enhance 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.
• Auditing
  • Ensure that all customer records and appointments have correct information.
  • Verify that dispatching and technician scheduled remain accurate.
• Scheduling
  • Create and maintain customer appointments.
  • Coordinate appointment-related activities and ensure timely completion of tasks.
  • Contact customers to provide updates and confirm appointments.
• Documentation
  • Maintain accurate documentation of appointment-related activities and changes.
  • Handle paperwork for assigned departments and technicians.
• Customer Relationship Management
  • Act 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 Resolution
  • Address conflicts that arise and provide timely solutions to customers and internal clients.
• Change Management
  • Manage 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.
• Communication
  • Facilitate effective communication among customers, team members, technicians, and managers through multiple communication systems.
  • Answer general questions regarding rebates, system operations, warranties, etc., from customers.

Qualifications for Excellence

• Required
  • Minimum 3 years of dispatching experience, preferably in Plumbing, HVAC, Electrical, or a related industry
  • Permit experience (preferred)
  • Demonstrates high resilience, maintaining composure and focus in high-pressure, fast paced environments
  • Exhibits a strong work ethic with a high sense of urgency to achieve first-call resolution
  • Proficient in basic to intermediate computer skills, particularly with Microsoft applications
  • Flexible to work mornings, evenings, weekdays, weekends, and holidays
  • Available to work 40 hours per week
  • Willing to work overtime as needed to meet business demands
  • Possesses superior time-management and multi-tasking skills
  • Reliable transportation for commuting to work
• Preferred
  • Experience with Service Titan program
  • High School Diploma or GED
  • Bilingual fluency in English and Spanish

More About Abacus

Mission Statement

Extraordinary People, Extraordinary Results.

Core Values

We apply these 4 core values to everything we do:
Honesty, Integrity, Teamwork, Respect.

Abacus Promise to You

• We will make you a better craftsman.
• We will make you a better person.
• We will improve your standard of living.

Praise & Recognition

Weekly, monthly, and quarterly meetings to highlight the employees and their achievements.

Parties, Trips & Rewards

• Annual and family parties.
• Annual Cruise Contests.
• Frequent Contests & Rewards.

Wrench Group and its affiliates are proud to be an Equal Employment…