Omaha
Job Description About the Role: As the Dispatcher, you will play a crucial role in managing the flow of service requests, dispatching technicians, and maintaining effective communication with customers. Your exceptional organizational skills, ability to multitask, and strong customer service orientation will be instrumental in ensuring the efficient delivery of our services and exceeding customer expectations. Who We Are John Henry’s is dedicated to building and developing a team of outstanding individuals that provide premium quality products and 5-star service while sharing a total commitment to regularly exceeding the expectations of our customers. This is where you come in - John Henry’s is looking for a talented individual to take on the role of Dispatcher! What We Offer • Comprehensive benefits package, including: Health, dental, and vision insurance, short and long term disability, life insurance, 401(k) with match, and more., • Work-life balance, • Company provided uniforms, • Company provided technician vehicles, • Opportunity for movement, growth, and advancement, • Paid training opportunities, • Safety Training, • Weekly pay, • Vacation and sick leave, • New technology, including iPhone, iPad, & access to integrated software, • State of the art tools, parts, and supplies, • Company sponsored employee events, • A culture of teamwork, strong work ethic, integrity, and support. We care about our team and do a lot more than just work together. You will love our company culture, and you will build life-long friendships at John Henry’s! Key Responsibilities: • Receive incoming service requests for one or more service lines from customers via phone, email, or online portals, demonstrating professionalism and exceptional customer service., • Gather accurate and detailed information from customers regarding their service needs, documenting relevant information in the system., • Schedule and dispatch technicians based on availability, skill set, and proximity to ensure timely response to service requests., • Maintain clear and effective communication with customers regarding technician arrival times, any delays or changes, and service updates., • Monitor technician schedules and work progress to ensure efficient utilization of resources and prompt completion of service jobs., • Prioritize service requests based on urgency, customer preferences, and technician availability, while considering business objectives., • Coordinate with technicians to provide necessary job details, including customer information, service requirements, and any special instructions., • Track and update service job statuses in the system, ensuring accurate documentation and maintaining organized records., • Assist with managing inventory levels of parts and supplies, coordinating with the warehouse team to ensure adequate stock availability., • Handle customer inquiries, concerns, and complaints promptly and professionally, resolving issues to maintain high customer satisfaction., • Collaborate closely with the service manager, technicians, and other team members to address any operational challenges and ensure efficient service delivery., • Continuously update and maintain knowledge of company services, pricing, and policies to effectively address customer inquiries and provide accurate information., • Serves as secondary customer service representative when necessary. Qualifications: • Proficient computer skills, including experience with service dispatch software, CRM systems, and Microsoft Office Suite., • Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset., • Ability to remain calm and composed in high-pressure situations, demonstrating problem-solving skills and sound decision-making., • Strong attention to detail and accuracy in data entry and documentation., • Flexibility to adapt to changing priorities and work schedules, including evenings and weekends if required., • Knowledge of local geography to effectively schedule technicians based on service locations., • Ability to work collaboratively within a team environment, promoting a positive and supportive work culture., • High school diploma or equivalent., • Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships., • Exceptional problem-solving and conflict resolution abilities to improve things both big and small., • Highly organized, ability to act quickly while still having attention to detail., • Hold yourself to a higher standard and exhibit a high level of integrity. If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. John Henry's is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law.
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