A.B. May

Dispatcher

Kansas City, MO

Full-time

$41,600-$45,760

About This Job

Overview:

About A.B. May:

A.B. May is a trusted name in Kansas City, known for providing high-quality residential heating, cooling, plumbing, and electrical services. With over 60 years of experience, we’re committed to delivering reliable home solutions and exceptional customer service. We pride ourselves on building a culture where employees are supported, valued, and given the opportunity to grow their careers while making a difference in the lives of our customers.

Position Summary:

The Dispatcher plays a critical role in ensuring an excellent customer experience by assigning and managing work orders using a “max capacity” philosophy. This position supports technicians in the field by prioritizing jobs based on skill level, maintaining efficient communication, and problem-solving throughout the day.

Essential Job Functions:

•

Assign system checks and demand calls to technicians based on skill level and schedule priority.

•

Keep customers informed throughout the day on scheduling and technician status.

•

Relay any special job requirements to technicians.

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Encourage technicians to maximize every customer interaction.

•

Monitor the dispatch board for potential issues and communicate as needed.

•

Proactively ask customers with lower-priority calls to reschedule when needed.

•

Review each call before dispatch to ensure all necessary details are included.

•

Schedule parts promptly upon availability and confirm order completion before scheduling.

•

Assign high-revenue parts installations to the technician who sold the job.

•

Maintain awareness of special-order parts, customer instructions, payment methods, and directions.

•

Communicate company policies and scheduling details clearly with customers.

•

Document customer contacts and ensure follow-up by appropriate team members.

•

Maintain good attendance and punctuality.

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Manage multiple priorities calmly under pressure.

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Be willing to work extended hours when required.

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Maintain a positive, team-oriented attitude.

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Meet or exceed customer satisfaction goals.

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Perform other duties as assigned by management.

Knowledge and Skills:

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2+ years of experience in a high-pressure or fast-paced dispatch or customer service environment.

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Experience as a dispatcher in residential home services (HVAC, plumbing, electrical) strongly preferred.

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Ability to multi-task in a fast-paced, evolving environment.

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Strong written and verbal communication skills.

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Self-starter with minimal supervision required.

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Strong problem-solving capabilities.

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Collaborative and effective working style with team members.

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Ability to interpret documents such as warranty contracts and internal policies.

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Ability to build productive, empathetic relationships with customers and staff.

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Strong computer proficiency.

Physical Demands and Work Environment:

•

Primarily an office role requiring sitting, reaching, hearing, and seeing.

•

Work is performed in a standard office environment.

Dispatcher

About This Job

Overview:

Essential Job Functions:

Knowledge and Skills:

Physical Demands and Work Environment:

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