DISPATCHER/ Lead Manager

Same Day Restoration is hiring a Dispatcher as a full-time position in San Diego, California.

We are looking for experienced leaders in the water/mold/fire damage restoration industry. If you are looking for a career opportunity with a company that offers great growth potential and a clear pathway to a higher position and a higher wage in the future, then this may be a good fit for you.

Position Summary / Purpose

Provide support to Department Managers by screening and managing new, qualifying leads, scheduling and following up with inspections, efficient management of field personnel and speedy, professional response to customer follow up questions and concerns. Help retain customers by exceeding their expectations through follow up contact with them and through the accurate transcription of customer information, initial documentation and ensuring a smooth transition between job stages.

Principle Duties and Responsibilities

● Learn and familiarize self with water damage, mold, fire/smoke damage and basic industry terminology through available training (such as Reet’s Academy). Written and electronic resources are readily available within the company.

● Understand the mitigation process and the reasoning behind various courses of action and be able to confidently answer questions regarding the process to customers.

● Answer incoming calls and email inquiries during business hours and after business hours/weekends (on a rotating schedule.) Triage and coordinate after hours and weekend requests for service

● Ensure that customer and interested party names are spelled correctly before scheduling an inspection on all inner-office documentation and estimates/invoices. Capture and record role of interested parties (i.e., tenant, homeowner, property manager, HOA manager, real estate agent, etc.,) Including their contact information and billing addresses.

● Capture all initial customer data and keep customer contact information updated. This includes, but not limited to, billing and physical addresses, phone numbers, email addresses and jobsite contact information.

● Become educated on pricing and services. Be able to write estimates from info gathered from field personnel. Follow up on on those estimates.

● Qualify leads and refer or courteously decline requests for unqualified leads as appropriate

● Schedule initial asbestos testing as needed

● Ensure inspection information is uploaded into Encircle by technicians and that all contact information is completed. If the customer will be submitting an insurance claim, ensure that claim information is completed. If the job is going to be paid for by the customer out of pocket, ensure that a written estimate is signed in addition to a work authorization.

● Follow up with technicians daily to obtain missing information

● Type and process initial estimates and business correspondence

● Follow up with the potential customer the same day of inspection or the following day

● Prepare production scheduling and needed documentation for the following day

● Complete inner-office documentation

● Create files and documents as requested

● Track office supplies and necessities and prepare lists of items needed

● Schedule equipment and vehicle maintenance

● Track vehicle maintenance

● Maintain filing system

● Organize/purge files as needed or requested

● Shred sensitive documents

● Track employee birthdays and prepare for inner-office social events

● Keep employee phone number list updated and distribute to personnel

● Breakfast for safety meetings (pick up)

o Alternate with Coordinator

Additional Duties and Responsibilities

● Keep the office and reception area clean and tidy. Vacuum, pick up, water plants, organize paperwork, etc. Schedule cleaning crew for weekly or bi-weekly deep cleaning.

Decision Rights and Authority

● Scheduling of service vehicles and technicians

Working Relationships and Scope

● Maintain timely communication and flow of information with technicians, service providers, estimators, and project managers

Performance Competencies

● Oral Communication–Speaks clearly and persuasively in positive or negative situations. Able to effectively calm excited customers, use questioning to accurately identify the type and extent of problem, and describe the steps that will be taken. Adaptable and able to think on his / her feet.

● Written Communication–Writes clear, precise, well organized letters, proposals, and emails. The individual edits work for spelling and grammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar.

● Planning and Organizing–Plans, organizes, and schedules their time in an efficient and productive manner. Focuses on key priorities. Effectively manages multiple projects simultaneously. Pays attention to

details. Manages personal time well.

● Process Orientation–Approaches tasks with an understanding of the overall set of steps involved in completing the work. Awareness of what is required for them to complete their job and what others require. Has a continuous improvement mindset–is always thinking about ways to improve and streamline business processes.

● Technology–Regularly uses standard word processing, spreadsheet, and presentation software tools to enhance efficiency and accuracy of work performed and is capable of providing routine troubleshooting and user support for software and hardware used in the office environment.

Qualifications-Knowledge, Skills, and Abilities

● Education and Experience

Associate (2-year) degree in business-related field or high school diploma (or GED) plus three (3) to five (5) years of office or bookkeeping experience. Minimum of three (3) years of office and customer service experience.

● Bookkeeping and Accounting

Basic understanding of bookkeeping and cash flow. Experience using bookkeeping software such as QuickBooks, Peachtree, Great Plains, etc.

● Mathematical Skills

Strong math skills. Ability to compute rate, ratio, and percentages and to interpret financial reports and analyze performance against business plans and industry benchmarks.

● Computer Skills

Demonstrates intermediate to advanced proficiency in the use of computers and computer software, especially MS Office, Word, and Excel.

● Certificates, Licenses, and Registrations

None required for this position

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and / or move up to 10 pounds and occasionally lift and / or move up to 25 pounds.

Working Conditions

● The work of this position is predominantly carried out in an office environment. Daily exposure to the shop where vehicles and equipment are housed and maintained is expected.

● Noise level in the work environment is usually quiet.

At Same Day Restoration, we’ve provided communities in southern California with complete restoration services for over 10 years. We believe a company is only as good as its people, and we are looking for members to join our team. Our benefits include:

• Health Insurance (including Vision and Dental)
• 401k matching
• Paid Vacation, Sick time and Holidays after one year
• Bonus Pay
• Advancement Potential

If you are interested in learning more about a career with Same Day Restoration as a Dispatcher, apply today!

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