About the Role :
As a Customer Service & Dispatch Supervisor , you will be responsible for leading and managing a team of schedulers within the organization. This role ensures the efficient and effective scheduling of field service technicians to meet customer demands, optimize resource utilization, and maintain high levels of customer satisfaction. The ideal candidate will possess strong leadership, organizational, and analytical skills to drive continuous improvement in the scheduling process and manage a team of scheduling coordinators effectively.
Key Responsibilities :
- Oversee and manage daily dispatch & scheduling operations, ensuring all tasks are scheduled and completed on time.
- Coordinate with department heads to understand staffing needs and ensure timely delivery of service to customers.
- Plan optimal routes for efficiency in service calls, installations and deliveries.
- Drive service revenue through billable work orders and targeted email campaigns.
- Supervise the dispatch & scheduling team, ensuring proper task allocation based on capacity, skills and geographical areas.
- Provide training, conduct performance reviews, and support team members.
- Act as the primary contact for customer complaints and escalated service requests, ensuring concerns are promptly and efficiently addressed.
- Communicate with customers about delivery schedules, service interruptions, or changes.
- Monitor and evaluate key performance indicators (KPIs) for dispatch & scheduling.
- Evaluate team performance and identify areas for improvement.
- Identify gaps and work with the Field Service Management team to implement solutions for improved efficiency.
- Conduct regular audits for scheduling accuracy and forecast future needs.
- Manage coordination of installations, equipment revenue, and delivery schedules.
- Utilize scheduling software to monitor, analyze, and report on scheduling metrics.
Qualifications :
Bachelor’s degree in Operations management, or equivalent experience4+ years of experience in scheduling, customer service or operations, with at least 2 years in a supervisory or management roleSkills :
Strong organizational and time management skills.Proficiency in Microsoft Office Suite.Excellent leadership, communication, and problem-solving skills.Ability to analyze data and make data-driven decisions.Proactive with excellent planning capabilitiesAbility to work under pressure and manage multiple tasks simultaneouslyAdditional Information
Applicants must be legally authorized to work permanently in the country of postingFinal candidate must successfully complete a criminal background checkFor accommodation or special assistance with applying for a posted position, please contact our Human Resources department.
About Quench
Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Quench bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,200 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit www.quenchwater.com .