HVAC Dispatcher

Job Description

Job Description

ob Summary:

As a Dispatcher you will be the primary point of contact for our customers, providing exceptional service and support. Your responsibilities include providing daily support to the Service Technicians in the field, managing dispatch boards efficiently, and promptly resolving any issues that arise. Consistent adherence to these expectations is essential for maintaining the high standards.

Key Responsibilities:

· Take and return phone calls from customers and technicians: Answer questions and schedule/reschedule appointments, including recalls, repairs, assistance, and flips.

· Schedule flips requested by management within 5 minutes of the request: Flips are high-priority jobs and must be scheduled immediately.

· Continuously monitor the dispatch board: Optimize dispatch opportunities by rescheduling, reassigning, and altering the dispatch board to ensure calls are assigned to the correct technicians, following the batting order provided by management. Dispatchers play a critical role in this process.

· Schedule/reschedule service repair projects for the service team: Confirm next-day appointments and call to confirm same-day appointments to ensure we meet the owner and avoid unconfirmed calls.

· Monitor technician statuses and keep clients informed of their call timeline throughout the day: Resolve client issues promptly to ensure their needs are met.

· Lead with a professional and positive attitude: Maintain an upbeat and positive demeanor towards all technicians and clients.

· Act as a customer advocate and problem solver: Resolve customer concerns efficiently.

· Act as a technician advocate and problem solver: Address technician issues effectively.

· Scrub all calls and update blockers: Conduct high-level OPP call scrubbing, add detailed notes, and set up every OPP for success.

· Work in Service Titan to book and dispatch client jobs.

· Manage at a high level: Respond to and schedule customer appointments, and perform hourly reporting of booked appointments, daily reporting of call distributions, and dashboard reporting.

· Collaborate directly with the Service, Office, and Operations Managers to ensure efficiency: Perform any other tasks delegated by upper management.

· Provide backup for phones and scheduling appointments.

· Batch all invoices from service and maintenance calls: Ensure all invoices are processed accurately and promptly.

· Update and close Purchase Orders given to technicians: Maintain precise and timely records of all Purchase Orders.

Qualifications:

• High school diploma or equivalent required; some college coursework preferred.
• Previous customer service or call center experience is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficient in using computers and various software applications.
• Ability to handle high call volumes and stressful situations professionally.

Working Conditions:

• Office environment with standard office equipment.
• Occasional extended hours or shifts may be required based on business needs.
• Ability to adapt to a fast-paced and dynamic work environment.

Physical Requirements:

• Sitting for Extended Periods: Ability to sit at a desk and use a computer for the majority of the workday.
• Typing and Data Entry: Proficiency in typing and using a computer mouse for data entry and communication tasks.
• Phone Usage: Ability to handle a headset or phone for extended periods.
• Visual Acuity: Good vision required for reading computer screens and documentation.
• Hearing: Ability to hear clearly through a headset or phone to effectively communicate with customers.
• Repetitive Motion: Frequent use of keyboard and mouse, which involves repetitive motion.
• Manual Dexterity: Adequate manual dexterity for handling phone equipment and performing data entry tasks.