Position Overview:

The Air Conditioning & Heating Service Dispatcher plays a crucial role in ensuring the efficient coordination of service calls and dispatching of technicians to customer locations. This position requires excellent communication skills, strong attention to detail, and the ability to prioritize and manage multiple tasks simultaneously.

Responsibilities:

Service Call Management:

• Receive incoming service requests from customers via phone, email, or online platforms.
• Gather relevant information, including customer contact details, address, and nature of the service issue.
• Enter service requests into the dispatching system accurately and promptly.
• Dispatching and Scheduling:
• Coordinate with field technicians to assign service calls based on location, availability, and skillset.
• Schedule appointments and dispatch technicians to customer locations in a timely manner.
• Optimize technician routes to maximize efficiency and minimize travel time.

Customer Communication:

• Provide timely updates to customers regarding the status of their service calls, including estimated arrival times for technicians.
• Address customer inquiries and concerns professionally and courteously.
• Ensure clear and effective communication between customers and technicians throughout the service process.

Resource Management:

• Maintain accurate records of technician availability, work hours, and service call history.
• Coordinate with the inventory management team to ensure technicians have the necessary equipment and parts for service calls.
• Monitor and prioritize urgent service requests to minimize downtime for customer

Quality Assurance

• Follow up with customers after service calls to ensure satisfaction and address any unresolved issues.
• Document customer feedback and service outcomes for continuous improvement purposes.
• Identify opportunities to streamline dispatching processes and improve overall service efficiency.

Qualifications:

• Previous experience in a dispatching or customer service role, preferably in the HVAC or related industry.
• Strong communication skills, both verbal and written, with the ability to interact professionally with customers and technicians.
• Excellent organizational skills and the ability to prioritize tasks in a fast-paced environment.
• Proficiency in computer software applications, including dispatching systems and Microsoft Office suite.
• Knowledge of HVAC terminology and equipment is a plus but not required.

Primary Job Function:

To manage the service operations of the company. This includes:

• Manage incoming service requests and oversee the daily dispatching and efficiencies of the service technicians and department;
• customer relations;
• reviewing all billing and warranty claims;
• maintaining the service technicians' daily schedules, dispatching the technicians as service calls are completed, and scheduling return trips with customers when parts are received.
• maintaining the on call schedule for service technicians;
• maintaining customer database;
• exhibiting clear and concise communications with department managers, employees and company customers, including keeping customers apprised as to company schedule and requested lead-times.

Job Requirements:

• Must have at least 3 years’ experience in construction or mechanical services. HVAC a plus.
• Excellent customer service skills.