Primary Job Function:

Maintain the Service Technician’s daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the dispatch board for service technicians. Maintain customer and site information. Clearly and concisely communicate with department managers, employees, and customers. Complete all required paperwork accurately and timely.

Daily Duties

• Take incoming customer calls and create work orders
• Schedule and coordinate all service calls as received
• Schedule trips for Service Technicians based on how critical the customer’s needs are
• Respond to all messages left after hours
• Maintain the dispatch board
• Work with Service Department staff to forecast workload and schedule work/trips
• Follow up on all pending and overdue trips
• Schedule all planned maintenance trips
• Review work order notes from Service Technicians for accuracy and grammar
• Review timesheets and work with Service Technicians and/or Payroll Department to ensure accuracy
• Work with Billing Department as needed
• File backflow preventer testing paperwork
• Update refrigerant tracking software
• Other duties as assigned

Required Qualifications:

• Advanced customer service skills
• Ability to multi-task
• Organized
• Geographical knowledge of service area and ability to utilize online map resources
• Knowledge of HVAC Service industry is a plus
• General computer skills (typing, Microsoft Office, and ability to quickly learn service department software)
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience
• Expectation is to work 40 hours per week with occasional overtime (office hours are 7am – 4pm)

Performance Indicators:

Certain key performance indicators that will measure the effectiveness of the Service Dispatcher include the following:

• Degree to which unproductive labor or lost time is minimized
• Number of customer complaints due to scheduling
• Number of return trips/calls back due to scheduling inefficiencies
• Accuracy of customer files
• Accuracy of work order notes
• Timeliness and accuracy of payroll information transferred to the Payroll Department
• Follow up on unscheduled or overdue work orders

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan

Schedule

• Monday to Friday

Work Location: In Person