Dispatcher

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.

• 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.

• Manage multiple priorities calmly under pressure.

• Be willing to work extended hours when required.

• Maintain a positive, team-oriented attitude.

• Meet or exceed customer satisfaction goals.

• Perform other duties as assigned by management.

Knowledge and Skills:

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

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

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

• Strong written and verbal communication skills.

• Self-starter with minimal supervision required.

• Strong problem-solving capabilities.

• Collaborative and effective working style with team members.

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

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

• 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.