Have you ever lost heat in your home in the dead of winter? Was it very cold outside? Did you have to wait for a service truck while the temperature in your home slowly crept downward?
If you know what I’m talking about you may also recognize that your fate (and the fate of your potentially frozen pipes) rested in the hands of one person at that heating and cooling company. One single person has the power to summon a hero to your home. Sure the actual work is in the hands of that mechanic, but what if that mechanic is behind schedule. What if twelve other people made the same call that you did? What if…?
Here’s what we know—the real hero is the person at a computer terminal in the home office coordinating and orchestrating solutions. That person knows your pain. They can feel the frustration over the situation when you have to leave your house to pick the kids up from school and the tech isn’t there yet. They will stay late. They’ll find another Tech. They will find a solution!
Twelve technicians running eight calls per day, from Lockport to Springville to Batavia. Simple math says that we would be running more than 90 calls a day all over Erie, Niagara, and Cattaraugus counties.
Our goal is to hire a Manager mindset to help grow us to twelve from our current level of six service trucks. Your new job (should you accept it) is to take calls from our customers, and then manage that process through to the end—to make sure that customer is 100% happy (and no longer cold!). Technically speaking, the real title of this position is Dispatcher.
The best person for this job:
- Will probably consider themselves to be a good manager or even a potential great manager. Maybe you have experience managing people and/or schedules, or systems (you could even make the case that your children count as people).
- Will have a natural ability to visualize a process through to its completion. In other words, you would never want to send your mechanic to Lockport, then to Springville, then back to North Tonawanda, then back to Hamburg. You would quickly turn a 10 hour day into a 14 hour one.
- Will be making decisions and living with the consequences. Think about it. You have the power to make a man drive from one end of the county to the other. Whether or not Mrs. Smith gets her service call handled is up to you to make the right decisions.
- Will be very detail-oriented. Your job is to ensure that your customer is 100% happy = details, follow-up, etc.
- Does not need to have dispatch experience. Your experience could be from almost any industry.
- Will probably have a personality that is dominant, alpha, or management.
Offered:
- Great wages with regular raises
- Spiffs related to the service calls
- A list of benefits we can talk about.
If you’re an empathizer and a manager and like the sounds of this customer service/dispatch job, please apply.