Service Dispatcher

Gault Family Companies, voted a Top Workplace in Fairfield County, is seeking a Service Dispatcher to join its team of experienced team members to provide our customers with personal and professional service.

At Gault Family Companies our team members have a sense of pride as well as a deep commitment to carrying out our Passion and Vision every day and living our Core Values in and out of the work place. Our family-run company has been servicing communities in Fairfield County and headquartered in Westport, CT for over 160 years

JOB SUMMARY:

Responsible for coordinating and scheduling all Service Technicians, managing their daily schedules for maximum efficiency, managing the applied and unapplied time report to reach goals, and, when needed, speaking to customers with scheduling updates.

REQUIREMENTS:

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

RESPONSIBILITIES:

  • Dispatch daily service calls and maintain the dispatch board for HVAC throughout the day based on tech skills

  • Assign to technicians, at least, the next 1-3 days’ work in the GP dispatching system

  • Maintain knowledge of the technician’s skill set and assign calls appropriately

  • Confirm all technicians have assigned first calls for the next day night before

  • No calls should be left unassigned, sitting on the board, before leaving

  • Answer calls and text messages from Service Technicians and Supervisors in the field needing assistance

  • Review daily service calls that are completed but remain open in GP

  • Notifying customer(s) of Technician status when a call goes into yellow and red (monitor hourly)

  • Manage Manpower Planning based on technician skill set, PTO, Gault University Training and seasonal needs.

  • Respond to Customer Care Reps with any customer call-in inquiries regarding their scheduled service call

  •  Use the dispatch map daily to plan/aid in keeping on track with routing efficiency KPI

  • If early morning call - confirm tech knows arrival time and confirmation acknowledging

  • Respond in a timely fashion to all gas/oil runouts, gas smells, or other urgent situations where an immediate response is needed

  • Manage Daily cases: examples Return Work, Dye Checks, Filter, vent alarms

  • Duties and responsibilities are subject to change due to company changes/seasonality needs

  • High school diploma/GED required

  • PHYSICAL REQUIREMENTS: While performing the duties of this job, the employee is frequently required to work from a stationary position, sit, stand, walk, use hands to finger, handle or feel; and reach with hands and arms.  The employee is occasionally required to stoop, crouch, kneel, balance or climb.  The employee must occasionally lift and move objects up to 25 pounds.  The employee is regularly required to talk or hear.

QUALIFICATIONS & SKILLS:

  • Ability to work in a team environment in high energy situations a must

  • Excellent communication and customer service skills

  • Able to maintain a high degree of accuracy

  • Professional demeanor at all times

  • Excellent verbal and written communication skills with customers and team members

  • Proficient in Word, Excel and Outlook

  • Must be able to multitask

  • Must be able to work under pressure and maintain a controlled demeanor

  • Exemplify company's core values of Integrity, Teamwork, Caring, Ownership

  • Have a passion for ‘Enhancing the Customer Experience’

  • A desire to learn new technologies and systems and a willingness to participate in continuing education

  • Maintain and promote a safe working environment

BENEFITS:

  • Paid holiday, vacation, sick and personal days

  • Medical, dental, and vision insurance

  • Company-paid life insurance

  • 401K retirement plan with company match

  • Gym and health club reimbursement program

  • Team member wellness and safety programs

  • Gault Swag

  • Supplied apparel and branded goods

WORKING ENVIRONMENT:

100% office.  This job operates in a professional office environment.  This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  Field training includes ride-a-longs with drivers and technicians, as assigned.

JOB TYPE:

  • Full Time

  • Location: Westport, CT