Job Description

We are looking to hire a detailed-oriented and organized dispatcher for our busy office.

Job Summary: The HVAC Service Dispatcher will be responsible for overseeing daily dispatching of technicians and managing the dispatch board. The ideal candidate will be detail-oriented, organized, and comfortable managing a fast-paced environment while ensuring high levels of customer satisfaction. This role requires proficiency in Sage Field Operations and a proactive approach to scheduling and dispatching.

Reports to: Service Coordinator

Key Responsibilities:

• Work in a fast-paced environment and dynamic team environment. Collaborative environment with the team and work closely with the Plumbing dispatcher. Arrive on time to be able to answer questions, re-direct tech in case of emergency and be a point of contact for Tech’s that call-in that day.
• Strongly encourage techs to get going to their first calls.
• Know your Tech’s capabilities.
• Manage Dispatch Board: Oversee the weekly and daily dispatch board, ensuring technicians are efficiently scheduled and dispatched for service calls.
• Tier 2 Support: Serve as the second-level point of contact for customers, answering calls and addressing more complex service inquiries or issues that require escalation beyond Tier 1.
• Dispatch Technicians and Plumbers: Dispatch HVAC technicians and Plumbers to daily service calls, ensuring they have the proper information, parts, and resources to complete jobs.
• Coordination between Dispatchers: Collaboration between Plumbing and HVAC, to ensure a seamless operation and that all technician assignments are made efficiently.
• Job Tracking and Updates: Maintain real-time job tracking within Sage Field Operations , ensuring service calls are updated and technicians' statuses are reflected accurately. Issuing PO’s as needed to techs for on demand calls.
• Customer Communication: Effectively communicate with customers to confirm appointments, provide updates, and resolve any scheduling or service-related issues.
• Monitor Technician Schedules: Ensure that technician schedules are optimized to meet customer demand while minimizing downtime and maximizing service efficiency.
• Addressing Conflicts and Delays: Proactively handle any scheduling conflicts, delays, or other issues to ensure minimal disruption to service and customer satisfaction.
• Daily Operations Support: Provide administrative and operational support to technicians and the service team as needed.

Qualifications:

• High school diploma or equivalent required; HVAC/Plumbing-related certification or experience is a plus.
• Previous experience in dispatching or scheduling within the HVAC or related industry.
• Proficiency in Sage Field Operations or similar field service management software.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Excellent communication skills, both verbal and written, with the ability to handle customer inquiries and service issues.
• Ability to work under pressure in a fast-paced environment and manage high volumes of calls and dispatches.
• Strong problem-solving skills to address scheduling conflicts and customer concerns effectively.

Preferred Skills/Experience:

• Previous HVAC or plumbing industry experience.
• Familiarity with HVAC systems and services.
• Bilingual (English/Spanish) is a plus.

Performance Indicators: Certain key business indicators that will measure the effectiveness of the Service Dispatcher. These include the following:

1. Ability to run the dispatch board effectively and efficiently.
2. Number of customer complaints due to scheduling.
3. Number of return trips/callbacks due to scheduling inefficiencies.
4. Knowledge of technicians and their abilities.
5. Encourages open communication and exhibits sound and accurate judgment.
6. Displays willingness to make decisions and adapts to changes in the work environment.
7. Follows policies and procedures.
8. Works well with others and directs other team members effectively.

We offer a competitive benefits package. Please refer to our main page to see an overview.

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