WCA Dispatch Support
DEFENDER Direct 141 reviews - Indianapolis, IN

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At Williams Comfort Air, we do more than just heating, cooling and plumbing. We focus on building trust with our teammates, our clients and our community. In addition, we continuously strive to make Williams Comfort Air an employer of choice and a great place to work!

Position Overview:
The essential functions of the Dispatcher are to organize, prioritize and equally divide the incoming customer orders to available Field Technicians. May handle service calls from customers. Utilizes customer service training to educate and assist customers in choosing service and products. Follows company training/policy to ensure prompt and accurate dispatch of incoming orders. Interaction with customers must provide the highest level of customer satisfaction.

Responsibilities may include:
Understand the skill level of the technicians, the needs of the customer, and be able to match them for maximum results

Estimate drive time accurately

Keep customers informed of any changes that affect them

Understand how to create a schedule and capably use available dispatch software

Know the weekly on-call schedule for technicians

Develop contingency plans for busy times; optimize the schedule

Communicate, as necessary, with inventory personnel and parts people

Prepare for the next workday (supplies, technicians in place, etc.)

Monitor technician performance; record results

Contacting customers to inform them of the technicians estimated time of arrival

Complete closeouts as they arrive and complete all by the end of the business day per established deadlines

This includes complete interpretation of the invoice

Accurately enter the revenue

Accurately enter the task Codes

Accurately enter equipment information

Required Skills

Ability to work flexible schedule - including evenings and weekends

Customer service orientated

Possess a strong sense of urgency

Demonstrate problem solving and decision making skills


Ability to project a professional and positive attitude with both internal and external customers

Ability to read, comprehend and carry out simple instructions, short correspondence and memos

Excellent communication skills; able to speak clearly and concisely

Education and Experience Requirements:
High school diploma or equivalent required.. A minimum of two years experience including hands on training and or work in telephone sales and or dispatch is required.

Language Skills - Must be able to read and write English well enough to read/review and prepare invoices, time sheets, and proposals.

Mathematical Skills - Must be able to successfully complete mathematical aptitude evaluation.

Reasoning Skills – Must be capable of applying sound business judgment to all decisions.

Required Experience

About this company
141 reviews
DEFENDERS is called to a greater purpose. We exist to grow leaders. Our people are leading families, kids’ soccer teams, volunteer...