Service Dispatcher

Position Overview

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, we value the development and growth of our team and strive to create a positive and fun atmosphere where every Team Member feels valued.

The Service Dispatcher coordinates pool equipment service requests through scheduling software. Responsible for maintaining superior customer service levels in assigned districts, this role works closely with Service Managers, Service Technicians, Customer Service Representatives, Commercial Account Executives, and retail stores to manage service appointments. The Service Dispatcher analyzes problem types, schedules efficiently to maximize productivity and minimize cost, advises personnel of schedule changes, and ensures timely communication with both customers and technicians.

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 remain.
• Respond promptly to all emails, text messages, and Slack messages; text immediately, email within an hour, and ensure all communications are completed 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.
• Coordinate and monitor service requests and appointments using web-based scheduling software.
• Collaborate with Service Managers, Technicians, CSRs, and 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.
• Handle inbound calls for service requests and make outbound calls during the pool closing season.

Qualifications:

• Ability to multitask and maintain a high level of organization.
• Excellent verbal and written communication skills with exceptional phone etiquette.
• Proficient in Microsoft Word, Excel, and Internet Explorer with above-average keyboarding skills.
• Consistently professional and positive interaction with contacts at all levels.
• Previous scheduling/dispatching experience is preferred.
• Minimum of 2 years of retail or call center customer service experience.
• Proven record of good attendance and strong work habits.
• Ability to quickly learn the technical aspects of the swimming pool industry.
• Willingness to work a flexible schedule, including weekends and mandatory overtime.

Benefits:

• Comprehensive medical, pharmacy, dental, and vision plan options.
• Health savings account available with enrollment in the high deductible health plan option.
• Health and dependent care flexible spending accounts.
• Company-paid basic life and AD&D insurance.
• Voluntary supplemental life insurance.
• Company-paid short-term disability and voluntary long-term disability insurance.
• Pre-tax and Roth 401(k) with company match.
• Paid vacation, sick, and bereavement leave.
• Paid holidays, including a floating personal day.
• Employee assistance and wellness programs.
• Earned Wage Access, allowing early access to a portion of earned wages before payday.
• Product discounts at Leslie’s Retail stores.