Dispatcher

Company Overview

Mr. Glazier is a leading provider of commercial and residential glass, windows, and doors solutions in New York City. With over a decade of excellence, we have built a reputation for top-tier craftsmanship and exceptional customer service. As we continue to expand, we are looking for passionate  Dispatcher to join our dynamic team.

POSITION GOAL

To efficiently dispatch and manage operations while driving business growth in accordance with management guidelines.

POSITION VFP

Reliable, efficient, home services, with a satisfaction guarantee.

POSITION REQUIREMENTS:

1. Knowledge: Understands products, services, pricing, and relationships with partners, technicians, and vendors.
2. Customer Focus: Provides great service while staying focused on sales and customer satisfaction.
3. Sales Skills: Basic sales skills with the ability to motivate and support company goals.
4. Multitasking: Manages customer calls, schedules, and dispatches technicians efficiently.
5. Problem Solving: Quickly identifies and implements effective solutions to challenges.
6. Communication: Strong English communication skills (verbal and written); communicates clearly with customers and team members.
7. Technical Skills: Basic computer skills, including typing and system navigation.
8. Adaptability: Open to new approaches and flexible in problem-solving.
9. Execution: Achieves goals and ensures tasks are completed efficiently.
10. Team Focus: Works well with others and promotes accountability within the team.

SCOPE OF RESPONSIBILITIES:

• Create and follow sales plans to meet company goals.
• Schedule technicians, matching skills to jobs, and adjust schedules as needed.
• Act as the main point of contact between the company, technicians, and customers.
• Plan and confirm appointments to meet goals, including same-day bookings.
• Address customer inquiries, resolve scheduling issues, and follow up to confirm appointments and collect payments.
• Maintain accurate records, update sales and payment info, and respond to sales inquiries.
• Schedule parts installations
• Send insurance certificates, invoices, job reports, and confirm refunds.
• Monitor technician schedules, manage time off, and resolve booking conflicts.
• Gather data for meetings, investigate service losses, and check emails for updates.
• Report major issues to management and ensure customer satisfaction.

DAILY ACTIONS:

• Assign jobs to technicians based on availability and customer needs, and adjust schedules as needed.
• Schedule, reschedule, and confirm appointments for efficiency.
• Communicate with technicians to confirm job updates and part statuses.
• Respond to customer inquiries, provide solutions, and follow up to confirm appointments and collect payments.
• Prepare and send invoices, reports, and Certificates of Insurance.
• Check emails for updates, requests, and notifications.
• Review and update job statuses, including closing past jobs and resolving scheduling conflicts.
• Investigate service cancellations and report patterns or issues.
• Handle escalated customer complaints and resolve them promptly.

The hiring process includes:
1. Candidate Questionnaire – Candidate questionnaire: (2 minutes)
2. Short Assessment – Will be sent after the selection from questionnaire selection. This helps us better understand your professional qualifications and soft skills. (20 minutes)
3. Online Interview – A face-to-face discussion with the Recruiting Team to explore your experience.(30 minutes)
4. Final Interview - A face-to-face discussion with the Hiring Manager to discuss your fit for the role. (40minutes - 1 hour)