Future Opening: Service Dispatcher/Office Coordinator

Service Dispatcher

The Service Dispatcher reports to the Office Manager, and is responsible for assisting in the administration, field productivity, and field profitability of the Service Department.

Initiative, integrity, organizational, and supervisory skills are essential to achieving departmental and corporate goals in this position. Job-related contact can occur with virtually all demographic groups, with the majority of daily contacts being with ENG Heating & Cooling, Inc. service technicians, suppliers, and service customers. Representative duties include:

• Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Being a main point of contact for incoming calls and assisting and directing customers to help resolve their needs in the form of troubleshooting, payment collections, dispatching, reviewing sales estimates and/or escalating to other staff for additional assistance.
• Overseeing warranty registration, documentation mailing, filing, safe record keeping and processing of payments.
• Maintaining a working relationship with other office staff on the collection of problem accounts, negotiating credit when applicable to build the customer base.
• Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the appropriate leadership.
• Performing related staff-level duties as directed by the Office Manager.

Job Qualifications:

• Proven experience in a customer service environment preferably in HVACR contracting or building services industry.
• 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.
• Be a self-starter and ability to work independently and as a team member.
• Preferred knowledge of CRM software.
• Proficient in computer skills, including Microsoft Office, online permit processing, and general office equipment.
• Basic knowledge of HVACR technology, including the ability to provide support, and even advice, to an on-site technician.
• Knowledge of HVACR-related terms, training, job-costing, marketing and sales.
• Skill and ability to sell service jobs and service contracts in a letter, and on the phone.
• Ability to assist technicians scheduled for call duty in delivery of prompt, efficient service to all customers.
• Current (state) driver's license.

Compensation: $20.00 - $24.00 per hour

Air Conditioning Contractors of America (ACCA)