Service Dispatcher

Service Dispatcher

Dive in to a new career with Leslie's : Leslie's Pool Supplies is the "World's Largest Retailer of Swimming Pool Supplies." With over 1,000+ retail stores in 39 states plus PRO, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie's. With over 60 years of providing best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our Team Members feel valued and are enthusiastic about the contributions they make to the success of Leslie's.

Job Overview : The Service Dispatcher coordinates pool equipment service requests through the use of scheduling software. Responsible for maintaining superior customer service levels in assigned districts. Will interact with Service Managers, Service Technicians, Customer Service Representatives Commercial Account Executives, and stores on service appointments and ensure superior customer service. Will interface with customers and service technicians to analyze problem types and schedules to maximize efficiency and minimize cost. Advise necessary personnel of schedule changes and communicate timely with customers. Will work with CSRs to resolve questions and provide solutions and guidance.

Responsibilities :

• Monitor technician schedules to ensure timely arrival to customer appointments and notify customers if a technician is running behind.
• Ensure all same-day and next-day calls are routed, locked, and dispatched appropriately.
• Address and reschedule any calls dropped by the optimizer, ensuring no unscheduled calls are left.
• Respond promptly to all emails, text messages, and Slack messages; text messages immediately, emails within an hour, and ensure no communications are left unanswered by the end of the day.
• Follow up on "on hold for parts" calls from the previous day to maintain service continuity.
• Track and coordinate part orders for warranty repairs, ensuring proper scheduling and follow-up.
• Maintain superior customer service levels within assigned districts.
• Coordinate and monitor service requests and appointments using web-based scheduling software.
• Collaborate with Service Managers, Technicians, Customer Service Representatives (CSRs), and Customer Account Executives (CAEs) to resolve scheduling and customer issues.
• Optimize scheduling to improve efficiency and minimize operational costs.
• Communicate any potential service delays to customers and field teams, ensuring all customer commitments are met.
• Receive and respond to all customer service requests in a timely manner.
• Handle inbound calls for service requests and make outbound calls for pool closing season.

Qualifications :

Leslie's provides a robust benefits package, including :

Leslie's recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.