Job Description:
We are seeking an organized, proactive, and detail-oriented HVAC Dispatcher to join our dynamic team. The ideal candidate will be responsible for managing technician schedules, coordinating customer service needs, and ensuring the efficient operation of HVAC service calls. This role requires excellent communication, problem-solving abilities, and a strong commitment to customer satisfaction.
Key Responsibilities:
• Dispatching & Scheduling: Schedule and dispatch HVAC technicians to customer sites based on priority, availability, and skillset. Manage job assignments and ensure efficient allocation of resources.
• Route Planning: Utilize GPS and mapping tools to plan technician routes for optimal efficiency.
• Customer Coordination: Communicate with customers to schedule appointments, confirm job details, and address inquiries. Maintain professional phone etiquette at all times.
• Order & Inventory Management: Order repair and warranty parts, track inventory, and manage warranty returns to vendors.
• Problem Resolution: Address and resolve any issues related to orders, deliveries, or service requests. Follow up to ensure resolution and customer satisfaction.
• Record-Keeping & Data Entry: Maintain accurate records of job assignments, parts ordered, and customer interactions. Input data into systems and perform minor clerical tasks (reports, spreadsheets, scanning, etc.).
• Multi-Tasking & Prioritization: Manage a high volume of incoming calls and emails, prioritize tasks based on urgency, and ensure timely completion of assignments. Ability to operate and manage a multi-line telephone system effectively.
• Team Support: Collaborate with HVAC technicians, customers, and vendors to ensure seamless operations. Provide support to technicians in the field as needed.
• Additional Administrative Duties: Assist with drafting proposals, managing warranties, handling any customer complaints, and ensuring general office operations run smoothly.
Required Qualifications:
• Experience: Proven experience as a dispatcher or in a similar customer service role, ideally within the HVAC or service industry.
• Communication Skills: Excellent verbal and written communication skills with the ability to interact professionally with technicians, customers, and vendors.
• Technical Skills: Proficiency in MS Office Suite (Excel, Word, Outlook), dispatching software, and mapping/GPS tools.
• Customer Service: Strong customer service experience with a proactive approach to handling complaints and resolving issues efficiently.
• Organizational Skills: Exceptional attention to detail with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Work Ethic: Ability to work independently and as part of a team. Reliable and punctual with a strong work ethic and willingness to work flexible hours, including weekends and holidays as needed.
• Physical Requirements: Ability to sit/stand for extended periods and handle light physical tasks as needed.
• Other Requirements: Must have a valid driver’s license, clean driving record, and the ability to pass a background check.
• High School Diploma: A high school diploma or equivalent is required.
Work Hours:
• 7:30 AM – 4:00 PM or 8:30 PM – 5:00 PM (Early shift or Late shift) with flexibility for overtime, nights, weekends, and holidays as required.
Compensation:
• Competitive pay based on experience.
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