Dispatch Manager

Purpose of Position: To ensure every repeat client is cleaned on the day scheduled and (or) requested. To ensure absent employee’s jobs are covered. To ensure every customer scheduling request, change, and preference is documented and cheerfully accommodated. To ensure converted leads are fulfilled and not lost due to a lack of time slots available.

Ensure daily capacity (through aggressive scheduling, juggling, and stretching)
Work in initial cleans & occasional, last-minute requests
Fulfill every job, every day (avoid rescheduling later)

Duties & Responsibilities:
Answer phone calls (secondary)
Provide customer estimates (secondary)
Finding/making spots for new bookings
Strategic technician routing
Take customer calls and accommodate reschedules, specific requests
Reschedule jobs same day for absent employees, holidays, and staff changes
Communicate with customers about changes
Update the computer with customer preferences, fee changes, day changes, etc.
Alert customer when tech will be late
Optimized every technician day (7 – 8 job hours vs. 5 – 6)
Inform the Business Manager of openings 24 to 72 hours out
Confirm all unconfirmed appointments
Follow up with customers via email, phone
Assist sales team by finding open spots for new jobs
Print work order, pull keys, document key assignments
Create weekly technician schedules on time
Assist with Turn-in Day needs
Follow up with “undecided” estimates to try to book
Ensure all estimator paperwork is in the office for scheduling
Follow up on paperwork you are waiting on (inspection forms, team leader forms, etc.)

Sales
Assure leads & prospects are followed up on and converted
Maintain or improve prospect conversion
Document, track, measure (leads, conversions)
Submit weekly reports to Office Manager
Set up and dispatch In-home Estimates
Inform the Scheduling Coordinator when a time slot has been filled
Documentation in database
Maintain daily stats

Results Expected:
Daily capacity met (object: 50 jobs per day)
Outstanding customer rapport, relations
Minimal change for the customer
Optimized schedules for all FT employees (full schedule daily)
Minimum chaos (forgotten keys, work orders, unconfirmed jobs, etc.)
Authority:
100% discretion on schedule, with collaboration as needed

Minimum Qualifications: 5 years of customer service experience, some computer skills, database use, email, articulate correspondence, friendly, quality voice