HVAC Dispatcher:
A multi-tasked individual with high-level customer service skills to schedule, coordinate, and assign technicians to daily service calls. Must be able to communicate effectively and possess a working knowledge of computers, modern office practices, and procedures.
Hours
Monday, through Friday 7:30 am – 4:30 pm 1-hour lunch extended hours may be required.
Tasks & Responsibilities:
Customer Service—the individual manages difficult customer situations, responds promptly to customer needs, and solicits customer feedback to improve service.
Answering incoming calls, entering information into service history, scheduling, and coordinating appointments with service techs effectively and efficiently.
Routing maintenance and service technicians based on technician skill level & geographic location.
Ensure proper communication between the customers and the Maintenance and Service Technicians.
Communicate the estimated arrival time of the technicians to all customers.
Ensure payment arrangements have been made before dispatching calls.
Verify technician times for the job as they relate to the work they are performing.
Provide a list of parts and filters needed for the following day to the Warehouse or Purchasing Dept. to be pulled for each technician.
Mail reminder letters and make follow-up calls for maintenance contract customers.
Be a positive and encouraging presence in the office and always treat customers and coworkers with dignity, respect, and professionalism.
Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
Other duties can be assigned.
Required Knowledge / Skills / Job Qualifications:
A calm and courteous demeanor. Ability to remain pleasant and positive in a high-stress environment.
Excellent attendance and punctuality.
A professional appearance and telephone manner is essential.
Knowledge of customer service principles and practices.
Must be proficient in MS Word and Excel.
Must be able to type fast
Knowledge of air conditioning / HVAC terminology
Knowledge of SAWIN dispatching software a plus
Working Conditions: Inside office environment.
Physical Demands: Regularly required to stand, sit, and move about the facility.
Education and Formal Training: A high school diploma or GED is preferred.
Experience: 2+ years of experience with dispatching.
SAWIN software experience is a plus
HVAC experience is a plus!
