Dispatcher, Customer Service​/HelpDesk

Overview

Service Champions is a Northern California premiere Home Services Company that specializes in heating, air-conditioning, electrical, water, and insulation. We have been around since 2003. We service, repair, and install systems with our amazing team of technicians. We service all the surrounding areas around our Service Centers in Martinez, Livermore, Sacramento, San Jose. This position is based out of our company headquarters located in Pleasanton, CA.

It is a professional call center environment where we work hard and have fun.

What’s In It For You?

• $22-$26 per hour depending on experience
• Health, Vision and Dental plan for you and your family
• Accrued vacation time, sick pay, paid holidays, birthday off paid!
• 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 Will I Do?

This Service Dispatcher serves four critical functions within Service Champions. The first is properly scheduling, routing, and dispatching our Service Technicians to ensure they arrive at our clients’ homes on-time. The second is to ensure that our technicians are maintaining a work-life balance, especially during our busiest seasons. The third and most important is opportunity routing – strategically routing our highest opportunity calls to our best lead-setting technicians.

Fourth, this role includes a strong knowledge of technician skill sets, and working with clients & technicians to schedule with urgency

• Strategically routing calls to the right service technicians
• Taking inbound calls from clients to assist them, book service & sales appointments, and coordinate technician schedules.
• Working with service technicians to ensure that they arrive to their jobs on-time by ensuring the right tech performs the right work.
• Providing and creating purchase orders, and subsequently creating and tracking service repair parts
• Creating urgency with technicians and clients to run the required number of calls daily
• Proactively filling or rescheduling same-day appointments directly with the clients
• Completing audits/reports daily to help manage the business. This includes invoices, warranty/recalls, wax-on/wax-off, model/serial numbers, work-life balance reporting, first calls, etc.
• Any and all new reporting or auditing thrown your way

Do I Have What It Takes?

• Excellent communication skills – working with clients, Inbound/Speed Team, Service Technicians & Managers, FSRs, and vendors.
• Strong decision-making skills and critical thinking to make fast, strategic decisions in the best interest of the technicians and the business.
• Basic knowledge of our service areas & cities we service (can learn this on the job)
• Strong organizational skills – avoids things slipping through the cracks
• Strong time-management skills – able to manage many tasks with short deadlines
• No job too big or too small – be willing to take on any task, but knowing how to prioritize your duties
• Some Dispatch/Sales Lead exposure is a plus
• Knowledge of Service Titan is a plus

Wrench 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.