Commercial HVAC Dispatcher / Service Coordinator

Job Description

Job Description

Commercial HVAC Dispatcher / Service Coordinator

Environmental & Power Services, Inc. (EPS)

Northern Virginia / Washington, DC Metro Area | Full-Time | Monday-Friday, 7:00 AM-4:00 PM

Environmental & Power Services, Inc. (EPS) is a growing commercial HVAC service company serving customers throughout the Washington, DC metropolitan area. We are looking for an organized, dependable, and proactive HVAC Dispatcher / Service Coordinator to manage our daily service schedule and help keep our technicians, customers, and office team running efficiently.

This is a key position within our service department. The right person will be comfortable managing a fast-paced schedule, communicating with customers, coordinating technicians, and making adjustments throughout the day as priorities change.

Responsibilities

·  Dispatch commercial HVAC service technicians to scheduled service calls, preventative maintenance visits, and emergency calls.

·  Build and manage the daily technician schedule.

·  Assign calls based on technician location, skill set, customer priority, and job requirements.

·  Monitor technicians throughout the day and adjust the schedule as jobs are completed or emergencies arise.

·  Communicate appointment times, delays, and schedule changes with customers.

·  Receive incoming service requests by phone and email and gather accurate information about the customer's HVAC issue.

·  Create and update service calls in the company's service management system.

·  Review technician notes and make sure service calls have the necessary information before being closed.

·  Process technician work orders and prepare completed service calls for billing.

·  Coordinate return trips when parts, additional labor, or follow-up work are required.

·  Work with technicians to identify parts and materials needed for upcoming jobs.

·  Order, organize, and prepare filters, belts, and other materials needed for preventative maintenance customer visits.

·  Assist with scheduling preventative maintenance agreements and recurring customer visits.

·  Help ensure quarterly and scheduled PM work is completed on time.

·  Coordinate with vendors and supply houses when necessary.

·  Communicate closely with management regarding emergency calls, high-priority customers, scheduling conflicts, and technician availability.

·  Maintain accurate customer, equipment, and service information.

·  Help improve dispatch procedures and technician productivity as the company continues to grow.

What We're Looking For

·  Strong organizational and time-management skills.

·  Excellent phone and customer-service skills.

·  Minimum typing speed of 45 WPM with strong accuracy.

·  Strong data-entry skills with the ability to enter information quickly and accurately.

·  Comfortable working on a computer throughout the day.

·  Ability to manage multiple technicians and service calls at the same time.

·  Ability to prioritize emergencies while maintaining the existing service schedule.

·  Comfortable making decisions and solving problems without needing constant direction.

·  Strong attention to detail.

·  Clear written and verbal communication skills.

·  Comfortable using computers, email, scheduling software, Microsoft Office, and mobile applications.

·  Ability to accurately review and process technician paperwork and electronic work orders.

·  Dependable and punctual.

·  Able to remain calm and professional in a fast-paced environment.

·  Team-oriented attitude with a willingness to take ownership of the service schedule.

Preferred Experience

·  Previous HVAC, plumbing, electrical, mechanical, or commercial service dispatch experience strongly preferred.

·  Experience dispatching field service technicians.

·  Knowledge of commercial HVAC terminology is a major plus.

·  Experience with field service management or dispatch software is preferred.

·  Familiarity with the Northern Virginia, Washington, DC, and Maryland service area is helpful.

What Success Looks Like

A successful EPS dispatcher keeps technicians productive while providing a high level of service to our customers. The dispatcher should always have a clear understanding of:

·  Where each technician is.

·  What each technician is working on.

·  What calls still need to be completed.

·  Which customers require immediate attention.

·  What work needs to be scheduled next.

·  Whether technicians have the information and materials necessary to complete their jobs.

·  Whether completed technician work orders have been properly processed for billing.

·  Whether upcoming PM visits have the necessary filters, belts, and materials ready for the technician.

The goal is to minimize technician downtime, unnecessary driving, scheduling gaps, and return trips while making sure our customers receive timely communication and professional service.

About EPS

Environmental & Power Services, Inc. is a commercial HVAC service company serving the Washington, DC metropolitan area. Our work includes commercial HVAC service and repair, preventative maintenance, equipment replacement, startup, commissioning, and specialty mechanical systems.

We are continuing to grow and are looking for someone who wants to take ownership of the dispatch function and become an important part of our operations team.

Benefits and compensation will be discussed based on experience.