Lead Dispatcher

With over 150 years of experience, and headquartered in Southern CA, CoolSys is the market-leading indoor environment solutions company. Our full spectrum of best-in-class services includes HVAC & refrigeration installations, remodels, service & maintenance; and energy solutions, including controls and lighting. CoolSys serves customers in the retail, commercial, food service, educational, healthcare, and industrial markets.  

 WHY JOIN US: We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include: 

• Competitive pay  
• Medical, Dental, Vision, and Prescription coverage 
• Paid vacation and holidays 
• 401(K) match 
• Life insurance, AD&D and long-term disability 
• Tuition reimbursement Opportunities available nationwide 
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more 
• Pet Insurance 
• Legal Plan, and ID Theft Protection

LEAD DISPATCHER
Distribute work to Technicians based on technician’s skills, urgency of a problem, aging of the problem, geography/distance of the customer, nature of the work, and other cost factors (e.g. overtime). Owns calls received from beginning to end. Follows company policies, procedures and practices related to dispatch. 
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Prioritize calls (incoming and backlog).
• Assign and dispatch technicians.
• Work with Service Managers to address open calls.
• Respond to inquiries.
• Create and distribute required reporting.
• Maintain proactive communication with customers regarding missed SLAs.
• On a daily basis, review all incomplete calls.
• Maintain entry and verify nightly “on call” crew.
• Work with Service Managers to ensure preventative maintenance is completed on schedule.
• Understand the geography of the market and understand the technicians.

PEOPLE MANAGEMENT:

• Provide front line direction to Dispatch team members, ensuring quality service is provided in each interaction.
• Ability to coach, train, develop and build a team.

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

• Strong computer (Excel/Outlook) skills.
• Ability to handle multiple tasks concurrently.
• Excellent organizational and leadership skills with a problem-solving ability
• Stay calm under pressure.
• Able to actively listen and demonstrate empathy.
• Highly organized and strong attention to detail.
• Excellent verbal and written communication skills.
• Strong sense of urgency.
• “Can do” attitude and demonstrated commitment to get the job done.
• Reliable and dependable.
• Friendly and helpful demeanor.

EDUCATION AND EXPERIENCE:

• High school diploma/GED
• EPA certification
• Working knowledge of single systems, small rack systems, display cases, ice machines and walk-in boxes
• 3-4 years’ experience in commercial HVAC, refrigeration, ice machines and gas furnace preferred
• Certification from an accredited vocational-technical or trade school a plus! 

Our Employment Benefits includes:

• Medical, Dental, Vision and Prescription coverage
• Paid vacation and holidays
• Credit Union
• 401(K) match
• Life insurance, AD&D and long-term disability 
• Tuition reimbursement

Pre-employment background screening (criminal, drug screen and DMV) is required for all positions. CoolSys is an EOE/M/F/Vet/Disability employer.

Today, there are 22 different companies that make up the CoolSys family of brands. When you join CoolSys, you join a nationwide network of the country's best and most highly trained technicians. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth! 

Connect with us on Facebook and on Twitter.  

Coolsys is an EEO/AA/M/F/Vet/DisabilityEmployer.  All qualified individuals - Including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics are encouraged to apply. 

Pre-employment background screening (criminal and MVR) and drug testing (including for marijuana) are required for all positions. Coolsys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.

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