Trade Dispatch Coordinator

Location: Remote

Compensation: $10/hr plus potential bonuses for hitting goals.

Schedule: Friday - Monday, 7:30 am - 6:00 pm, or Monday - Friday, 7:00 am - 3:30 pm with a 30-minute lunch.

Who We Are

Wilson, founded in 1958, is a third-generation family-owned company that is here to keep your home cozy, lights on and the water flowing. We offer services in Plumbing, HVAC, Electrical, Restoration and more throughout Northeast Ohio. Members of our staff have opportunities to earn competitive pay and rewards, grow in their careers and become a part of a great team.

Why Choose The Wilson Companies
Compensation - Top of market pay among our industry

Our Core Values
Betterment
The ambitious pursuit of winning individually and as a team.
Accountability
We do what we say we are going to do.
Teamwork
Winning only happens when we work as a team.
Transparency
We sell through education- not fear.

Position Overview

The Trade Dispatch Coordinator supports the day-to-day operations of the company by efficiently scheduling and dispatching technicians to calls. This role requires the Trade Dispatch Coordinator to think critically to ensure they are dispatching the best fit technician for the call. If an issue arises, the Trade Dispatch Coordinator will work diligently to solve the problem, to the customers satisfaction. As part of this responsibility, the Trade Dispatch Coordinator will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful Trade Dispatch Coordinator must have the ability to function as a part of a team and be able to think creatively and critically. The Trade Dispatch Coordinator must also be able to work under pressure, while maintaining a positive and forward-thinking attitude.

Key Responsibilities

The Trade Dispatch Coordinator 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 generate revenue. Make every effort to compress call scheduling effectively and maximize productivity.
Notify clients ahead of time without fail if the technician is not going to arrive at their location within the scheduled time window and re-scheduling the time at the client’s convenience.
Follow the Dispatching For Profits model and work with Trade Managers to ensure technicians are scheduled and leads are followed.
Share responsibility to ensure that all technicians arrive at their designated appointments ON TIME.
Handle customer complaints/ concerns in a timely manner.
Maintaining recurring service appointments to follow the set maintenance schedule. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
Review and call all follow ups from the previous day/ week for all unsold estimates. This includes service and project divisions.
Receive all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other tea ---------- mbers’ spirit.
Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
Notify the client ahead of time if the technician/plumber/comfort advisor is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
Participate in weekly huddles with team onsite and via zoom.
Maintain a high degree of integrity and loyalty toward the company and brands.
Always be safety conscious both on the job and while driving.
Participate actively in all training exercises, morning meetings.
Live the Core Values in every interaction
Other duties as assigned

Requirements

High school diploma/GED required
Associate degree preferred but not required
Self-starter, reliable, flexibility with hours
Strong customer service skills
Tech savvy and proficient in using Share Site, Service Titan, Google Suite
Must pass random drug testing
Excellent interpersonal communication skills on a technical level
Able to work both independently and as part of a team
General knowledge of basic home service needs

Working Environment:

Office
Computer skills, Multi tasking throughout the day

Desired Skills and Experience

If you can achieve the above and you find it fun and challenging - you have just the right amount.
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. If this sounds like you, spend a little time learning about Wilson by visiting
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Equal Opportunity Employer