Dispatcher Supervisor

For over 65 years, the Magnolia family of companies has been serving the residents and businesses of the Washington and Baltimore Metropolitan areas. Started as a small partnership in 1950, the company has grown through an unwavering philosophy that there is nothing more important than providing a quality product and a service resulting in complete customer satisfaction. Today the Magnolia Companies consist of Joseph J. Magnolia, Inc. and Magnolia Plumbing, Inc. and operate out of multiple locations, dispatching approximately 200 service and construction vehicles throughout the Washington and Baltimore Region.

We re looking for a Plumbing & HVAC Dispatch Supervisor with high energy to help us achieve profitable revenue in our Residential Service Department. As a Dispatch Supervisor, you will work as part of a dynamic and passionate team to obtain desired sales metrics, and provide exceptional care to our customers.

Responsibilities

• Support the team of dispatchers by ensuring they are properly trained
• Evaluate dispatcher calls, to validate they have assigned the best technician to each service appointment
• Supervise prioritizing the most urgent and profitable calls to meet daily revenue and sold-hour goals by
• Relay accurate information to technicians, ensuring proficient, quality customer experiences
• Manage the dispatch process to meet the needs of the technicians in the field
• Be professional and establish customer rapport, encouraging repeat business
• Respond to customer requests, resolving issues and promoting the brand
• Facilitate department training to boost sales and ensure quick, accurate dispatch of incoming orders

Requirements

• 1-2 years of supervisory experience
• Plumbing/HVAC experience is preferred.
• Proven track record in customer service
• IT competent and proficient with phone systems
• Highly organized with exceptional follow-through abilities
• Strong verbal and written communications
• Passionate about service
• Ability to build trust, diffuse conflict and hold others accountable
• Engaging personality that blends well with a fast-paced, goal-driven environment
• Competitive individual contributor who also loves to win as a team
• Highly motivated, flexible and great attitude

Compensation:

• Based on Experience

Benefits:

• Competitive salary & paid time off
• Medical, Dental, Vision
• Life and Disability Insurance
• 401(k) with company match
• Employee Referral Program