Customer Service / Dispatcher

Service Dispatcher

The Service Dispatcher is responsible for assisting in the administration, field productivity, and field profitability of the Service Department. Excellent listening ability, empathy and customer service skills are required.

Initiative, integrity, organizational, and supervisory skills are essential to achieving success in this position. You will be dealing with virtually all demographic groups, with the majority of daily contacts being with service technicians and service customers. Representative duties include:

• Taking direction to help the department achieve its goals.
• Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Keeping customers in the communication loop, before, during and after the service call - as needed.
• Coordinating with purchasing to get customers back up and running ASAP.
• Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the Service Manager.
• Performing related staff-level duties as directed by the Service Manager.

Job Qualifications:

• Proven experience in a customer service environment.
• Excellent oral and written communication skills, including the ability to work with diverse customer groups, all personnel levels in the HVACR field, suppliers, and the hearing impaired.
• Knowledge of HVACR-related terms.
• Ability and initiative to work a standard schedule, including a willingness to be on-call for purposes of taking emergency service calls, and TT calls from hearing impaired customers.
• Skill and ability to sell planned maintenance on the phone.
• Ability to dispatch technicians scheduled for on-call duty in delivery of prompt, efficient service to after-hours customers.