Dispatch Team Lead

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Job description

Overview:
Are you ready to lead a team at the forefront of residential home services? Look no further. F.H. Furr is not just a company; it's a legacy. For over four decades, we've shaped the industry with our unwavering commitment to excellence. With over 775 dedicated employees, we stand tall as a major player, delivering top-tier service across Northern Virginia, Southern Maryland, and Delaware. If you're a seasoned Dispatch Team Lead ready to make waves, this is your opportunity.

Key Responsibilities:

Assume responsibility for employees on the designated team, including managing escalations

Distribute daily duty assignments and lunch schedules to ensure smooth operations

Track time-off requests and adjust schedules to maintain full tech team coverage

Step in to dispatch or take calls during times of low staffing

Edit and approve ADP timecards as needed

Run daily audits to maximize opportunities and minimize errors, including checks on business units, timeframes, ladders, CT vs. service, EW vs. service, drains vs. plumbing, and dispatching for dollars vs. routing for efficiency

Ensure customers receive timely updates at regular intervals

Monitor same-day and +3 day capacity, create move-up or reschedule lists as necessary, and track progress

Facilitate overflow to other F.H. Furr branches to maintain service standards

Serve as a knowledgeable resource for the dispatch team and provide support to CSR, including monitoring IMs and answering booking questions

Report errors to the CCL and monitor for corrections

Attend daily huddles in the absence of the manager

Prioritize same-day service with a goal of achieving a 60% or higher completion rate for same-day requests

Perform other duties as assigned

Qualifications:

Minimum of 1 year with F.H. Furr or a similar business

Previous experience in dispatch, scheduling, or a related field, preferably in a home services environment

Strong leadership and team management skills with the ability to motivate and guide team members

Excellent organizational and multitasking abilities to manage schedules, priorities, and daily operations effectively

Proficient in dispatch software and systems, with a strong understanding of routing and scheduling best practices

Strong communication skills, both verbal and written, with the ability to handle escalations professionally and provide clear direction to team members

Analytical skills to run audits, identify errors, and implement process improvements

Ability to remain calm and effective under pressure, especially during high-volume periods

Willingness to work in-person, with hybrid potential available

Benefits:

At F.H. Furr, we believe in taking care of our team members just as much as we take care of our customers. We offer a comprehensive benefits package, including:

Competitive compensation with top-of-market pay

Medical, dental, and vision insurance

401(k) plan with company match

Paid time off and vacation pay

Ongoing training and professional development opportunities

Employee discounts on services

A supportive and dynamic work environment that values teamwork and collaboration

Opportunities for career advancement in a fast-growing company

Why Join F.H. Furr?

At F.H. Furr, we're more than just a company-we're a family. We offer competitive compensation, career growth opportunities, and a dynamic work environment where every team member's contribution is valued. Be part of a team that prides itself on exceptional service and a commitment to excellence.

Additional Information:

F.H. Furr may conduct a preemployment background check and drug test, subject to applicable law.

Are you ready to lead and make an impact? Apply today and be part of something big at F.H. Furr!

Posted Min Pay Rate:
USD $23.00/Hr.

Posted Max Pay Rate:
USD $27.00/Hr.

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