Zack Kays has a wealth of technical knowledge that enabled him to improve internal systems and processes within his organization. He also has extensive customer service experience, which allowed him to excel in his other role as an emergency call dispatcher.In this role, he must ensure that the relationship between the client and the technicians is seamless and that everything is treated with a sense of urgency. For things to run smoothly, open communication and crisis management skills are paramount.As the Software Administrator at Intelligent Design Air Conditioning, Plumbing, Solar, & Electric, Zack and his team deliver professional home services to homeowners in the Tucson area. He stops by to talk about how to prepare dispatchers for emergency calls, how he supports technicians, and why he feels it’s important to treat them like clients.Join us as we discuss:[8:22] Maintaining the technician and on-call dispatcher relationship[17:53] Preparing CSRs and dispatchers for emergency calls[24:47] Why techs should be treated like clientsCheck out these resources we mentioned during the podcast:Intelligent Design Air Conditioning, Plumbing, Solar, & ElectricMastering ServiceTitanServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Register for Pantheon 2025 - see you in Anaheim!Prometheus Award NominationsListening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted on Ausha. See ausha.co/privacy-policy for more information.

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