Service Dispatcher

Responsible for coordinating and scheduling all Service Technicians, managing their daily schedules for maximum efficiency, managing applied and unapplied time report to reach goals, and when needed speak to customers with scheduling updates.

ESSENTIAL FUNCTIONS:

• Dispatch daily service calls and maintain dispatch board for HVAC throughout the day based on tech skills
• Assign to technicians, at least, the next 1-3 days’ work in the GP dispatching system
• Maintain Knowledge of Technician Skill set and assign calls appropriately
• Confirm all technicians have assigned first calls for the next day night before
• No calls should be left unassigned, sitting on board prior to leaving
• Answer calls and text messages from Service Technicians and Supervisors in the field needing assistance
• Review daily service calls that are completed but remain open in GP
• Notifying customer(s) of Technician status when a call goes into yellow and red (monitor hourly)
• Manage Manpower Planning based of technician skill set, PTO, Gault University Training and seasonal needs.
• Respond to Customer Care Reps with any customer call-in inquiries regarding their scheduled service call
• Use dispatch map daily to plan/aid in keeping on track with routing efficiency KPI
• If early morning call - confirm tech knows arrival time and confirmation acknowledging
• Respond in a timely fashion to all gas/oil run outs, gas smells, or other urgent situations where an immediate response is needed
• Manage Daily cases: examples Return Work, Dye Checks, Filter, vent alarms
• Duties and responsibilities are subject to change due to company changes/seasonality needs

COMPETENCIES:

• Ability to work in a team environment in high energy situations a must
• Excellent communication and customer service skills
• Able to maintain a high degree of accuracy
• Professional demeanour at all times
• Excellent verbal and written communication skills with customers and team members
• Proficient in Word, Excel and Outlook
• Must be able to multi-task
• Must be able to work under pressure and maintain a controlled demeanour
• Exemplify company core values of Integrity, Teamwork, Caring, Ownership
• Have a passion for ‘Enhancing the Customer Experience’
• A desire to learn new technologies and systems and a willingness to participate in continuing education
• Maintain and promote a safe working environment

REQUIRED EDUCATION & EXPERIENCE:

• High school diploma/GED required

WORKING ENVIRONMENT:

100% office. This job operates in a professional office environment. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Field training includes ride-a-longs with drivers and technicians, as assigned.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to work from a stationary position, sit, stand, walk, use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, crouch, kneel, balance or climb. The employee must occasionally lift and move objects up to 25 pounds. The employee is regularly required to talk or hear.

DIRECT REPORTS:

N/A

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This job description has been approved by all levels of management.