Dispatcher/Customer Service Representative

Job Description

DISPATCHER/CUSTOMER SERVICE REPRESENTATIVE

Romeo, MI

Established in 1997 Metro Electric Engineering Technologies is a family-owned and operated electrical contracting business performing electrical construction services in Southern Michigan for the commercial and industrial industries, along with service work in residential communities. Metro Electric takes pride in employing high-quality individuals. Our team provides quality workmanship with exceptional services, honesty and integrity.

We are looking for a Dispatcher/Customer Service Representative who supports the the day-to-day operations of the company by efficiently scheduling and dispatching technicians to calls. This role requires the dispatcher to think critically to ensure they are dispatching the best-fit technician for the call.

What We Offer

Competitive Pay $25.00 - $26.00/hr.

Hours: 7:30am - 4:00pm, Monday - Friday

Medical, Dental and Vision Insurance

Company Retirement Plan

Paid Vacation

Paid Holidays

Growth Opportunities

Awesome Team Culture!What You Will Do

The Dispatcher reports to the Operations Manager.

Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction.

Manage the dispatch board to keep field personnel on the move and generating revenue. Make every effort to compress call scheduling effectively and maximize productivity.

Keep the dispatch board full with scheduled jobs. Notify operations manager if schedule is not full after all attempts have been made.

Notify clients ahead of time without fail if the technician is not going to arrive at their home within the scheduled time window and re-scheduling the time at the client’s convenience. This is the dispatcher’s responsibility, not the call taker.

Share responsibility to ensure that all technicians arrive at their designated appointments ON TIME.

Monitor & respond to technicians on the Service titan dispatch board in a timely manner.

Confirmation Calls – Confirm all appointments with customers and make changes as necessary.

Answer phones as needed (per sequence given by operations manager)

Ensure technicians have all required information/packets for service/generator calls.

Collect service paperwork from technicians after each call, ensure all required payments & paperwork has been uploaded and or completed. Provide a daily report to Operations Manager with missing items.

Complete daily/weekly satisfaction calls, including but not limited to residential, generator repairs, maintenances (new customers) and installations. · Monitor service email () and Fleet for generators running, disconnected and /or error codes. Report to manager and contact and schedule service as needed.What We Want From You

2+ years of experience in home services (electric, plumbing, HVAC, windows, doors, etc.)

Professional and customer-focused personality

Service Titan experience preferred, not required

Self-starter, reliable, etc.

Present and communicate professionally (written and verbal)

Excellent interpersonal communication skills on a professional and technical level

Able to work both independently and as part of a team

Good judgment skills and the ability to make decisions quickly

Strong knowledge of Microsoft Excel, Word and PowerPoint

Must be a critical thinker - Strong English composition skills

Telephone etiquette and working knowledge of email systems

Ability to read a map and knowledge of service area

Ability to develop tools that create efficiencies within department

High School Diploma or equivalent

We are an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or Veteran status.

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Full-time