Dispatch Manager

Company Name: Hamilton Plumbing, Heating, A/C, Rooter Overview:

Hamilton Plumbing,Heating, A/C, Rooter is the nation’s largest provider of residential HVAC, plumbing, and electrical services. With 7,000+ employees and 45+ years of industry leadership, ARS offers long-term stability, growth, and top-tier benefits for skilled HVAC professionals.

 

We're seeking an experienced Dispatch Manager who manages the daily operations of the dispatching and coordinator teams to establish and maintain the company as an industry leader in customer satisfaction. Ensures that the department provides a high level of service to field operations, timely and accurate service order entry, prompt resolution of reported problems and implementation of quality assurance measures. Consumer Services experience in an industry such as, HVAC, Plumbing, Utility, or similar industry is preferred.

 

Pay: $60,000-$80,000 per year 

 

Location: Overland Park, KS
Job Type: Full-Time, Year-Round

 

What We Offer

• Insurance access after 31 days of employment

• Low-cost medical insurance (starting at ~$5/week)

• Dental and vision insurance options

• Health Savings Account (HSA) or Flexible Spending Account (FSA)

• 401(k) with company match

• Paid time off and holiday pay

• Company-paid life insurance

Responsibilities:

(NOTE: The duties listed below are examples of the variety and general nature of those performed by employees in this job title. The list is descriptive only and should be used for no other purpose. Management retains the right to add or to change the duties of a position at any time. Incumbents are frequently cross-trained and may perform any combination of the following duties/responsibilities. These duties are not to be construed as exclusive or all-inclusive.)

• Oversee the Dispatch and Lead Coordinator (LC) teams which includes hiring, terminating, and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.

• Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes
• Oversee daily call center operations to ensure efficient scheduling and workflow.
• Monitor team performance and provide coaching to improve productivity and customer experience.
• Handle escalated customer concerns and resolve light customer care issues professionally and promptly.
• Partner with branch leadership to improve communication, processes, and service delivery.
• Ensure proper staffing, scheduling, and coverage throughout business hours.
• Track and report key performance metrics while identifying opportunities for improvement.

• Works closely with line managers to ensure consistent communication of service information and appointments.

• Manages outbound program to better market existing customer base
• Oversee Job Opportunity pipeline and call compliance to maximize conversion and revenue opportunities
• May maintain warranty and maintenance contract information and files.
• Foster a positive, accountable, and team-oriented work environment.

Qualifications:

• Proven 3+ years experience as Dispatch Manager or similar supervisory position
• Related education and/or training or any equivalent combination of education and experience may be substituted
• Industry experience in HVAC, Plumbing or Utility preferred
• Computer literacy and knowledge of Microsoft Office products required
• Strong communication, leadership and interpersonal skills required
• Ability to work under pressure
• Must be available for flexible schedule 7 days a week

 

ARS is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.