Our client is a growing nationwide network of home service experts on a mission to bring world-class service to every American household with the utmost convenience. The company is committed to providing convenient, comprehensive, and professional home services to families nationwide. They are guided by values of customer obsession, an execution-first approach, and an \"invent and simplify\" mentality.
We are currently seeking a skilled and motivated Dispatcher/HR to coordinate and oversee daily cleaning and service schedules by assigning cleaners, confirming client readiness, and ensuring quality service delivery. The Dispatcher acts as the link between customers, cleaners, and management, ensuring smooth daily operations, proper documentation, and customer satisfaction.
Key Responsibilities:
* Prior experience in dispatch, scheduling, or logistics.
* Strong organizational and multitasking skills.
* Excellent communication with both customers and field staff.
* Ability to manage stress and resolve scheduling conflicts in real time.
* Proficiency in BookingKoala CRM, OpenPhone, RingCentral, and Google Workspace.
* Attention to detail with clock-in/out monitoring, photo uploads, and reports.
* Ability to hire, train, and oversee service providers.
* English fluency; Spanish preferred (Los Angeles/Miami markets).
* Flexibility to cover evenings and weekends as required.
DUTIES
Scheduling & Daily Dispatch
* Assign daily jobs to cleaners in BookingKoala.
* Monitor same-day jobs to ensure start times are met.
* Confirm cleaner clock-in/clock-out and require before/after photos.
* For Airbnb clients: collect damage reports, supply alerts, and before/after pictures.
* Verify next-day schedules with both clients and cleaners.
* Maintain updated cleaner calendars (minimum two weeks ahead).
Customer & Cleaner Support
* Answer incoming calls and resolve service-related questions.
* Provide cleaners with clear instructions (special notes, supplies, reporting requirements).
* Handle reschedules and urgent client requests.
* Conduct Happy Calls after cleanings to confirm satisfaction.
Sales & Overflow Coverage
* Take incoming sales calls when CSR is unavailable.
* Send quotes and update CRM as needed.
* Support upselling and follow-ups when covering evening/weekend shifts.
Hiring & Onboarding
* Conduct weekly recruiting campaigns (e.g., Care.com and other sources).
* Call at least 15 leads per week and conduct 6+ interviews.
* Onboard 3–5 qualified cleaners weekly across Los Angeles (Pacific Time) and Miami (Eastern Time).
* Send onboarding emails and guides, set up training schedules.
* Collect W-9 forms and proof of insurance from all regular providers.
* Develop and update provider SOPs and training materials.
Quality & Performance Management
* Review provider performance, verify documentation, and ensure SOP compliance.
* Identify top performers and support bonus/recognition processes.
* Escalate and resolve quality issues promptly.
Reporting & Communication
* Update daily scorecards for Los Angeles and Miami.
* Provide Slack updates summarizing daily dispatch results.
* Attend HSA Sales/Training calls.
* Document missed calls and unresponsive customers in shared sheets.
Systems & Process Management
* Maintain a dedicated phone line for cleaner communication (separate from client and lead lines).
* Continuously improve onboarding, communication, and SOP processes.