Job Title: HVAC Dispatcher
Job Summary:
This position requires you to have a customer-oriented approach and familiarity with HVAC/R terminology and operations. 3 to 5+ years of experience working in HVAC/R service roles with a solid understanding of the industry and its technical aspects is required.
- The primary responsibility is managing customer calls, listening to the customer’s needs and dispatching the appropriate service technician to the site in a timely and efficient manner.
- The successful candidate must be an excellent communicator, be able to remain calm and composed, especially during peak service times or emergency situations and requires you to prioritize calls according to urgency and importance.
- Learn & understand the skills and qualifications of each technician to ensure the right person is sent to the job.
- Enter data into a computer system to maintain logs and records of calls, activities and other information.
- Experience with GPS software to track the movements of the technicians is required.
Key Responsibilities:
- Coordinate and Dispatch Technicians: Schedule and dispatch HVAC technicians to customer locations for installations, repairs, and maintenance.
- Customer Interaction: Handle customer calls, schedule appointments, and provide information about services, pricing, and scheduling.
- Record Keeping: Maintain accurate records of service calls, appointments, and customer information.
- Routing Efficiency: Ensure efficient routing of technicians to maximize productivity and minimize travel time.
- Problem Resolution: Address and resolve customer complaints and issues in a timely and professional manner.
- Report Preparation: Assist in preparing reports related to job status, daily activities, and dispatched calls.
- Communication: Communicate with technicians to ensure they have the necessary information and resources to complete their tasks.
Qualifications:
- Education: High school diploma or GED; a higher degree in a relevant discipline is a bonus.
- Experience: Experience as a HVAC/R dispatcher with ability to handle multiple phone calls and interfacing with customers is required.
- Skills: Excellent communication skills, experience in data entry, MS Office computer skills, ability to handle multiple tasks, and a customer-oriented approach.
Additional Duties:
- Contract Management: Manage maintenance contract agreements, including scheduling and documentation.
- Software Proficiency: Familiarity with HVAC-related software for scheduling and record-keeping.
- Team Collaboration: Work closely with the management team to forecast scheduling needs based on seasonal changes or customer demands.
