Responsibilities

• The HVAC Service Dispatcher must maintain the Service Technicians daily and on-call schedules, dispatch technicians as service calls are completed, schedule return trips with customers when required parts are received, and maintain a customer database with current information
• Clear and concise communication with department managers, employees, and customers, including keeping customers apprised as to the company schedule and requested lead-times, is imperative
• Take incoming customer callsSchedule and coordinate all service calls as they are receivedCreate a dispatch ticket for all service callsDispatch Service Technicians, one call at a time
• Dispatch Service Technicians from home to first callDebrief Service Technicians after completion of each call
• Respond to all messages/emails left overnight
• Maintain the dispatch board/scheduleForecast workload for 2 3 days out
• Contact customers with a Parts Pending status as parts are received for schedulingFollow up on all pending and recommended work with customers utilizing the pending work log
• Maintain the maintenance agreements, including scheduling, staging materials, database information, customer hard files, and renewals
• Help Service Manager with marketing issues as directedOrder parts for special orders
• Forward list of parts used by technicians to the warehouse for truck restock
• Update customer files as information is received from installation(Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
• Type service contract proposals for new customersMaintain an on-call schedule, to include 1st on-call and standby technicianFile service orders
• Prepare paperwork for all manufacture warranty partsFacilitate the return of warranty parts
• Update service database from the service ticketMaintain service invoice logCompare service timecards and work orders to the service schedule
• Compare time cards to GPS ReportCheck service time cards for accuracy
• Pull checks and charge slips and compare to invoices
• Calculate reporting information and enter it into a databaseOther duties as assigned

Qualifications

• Advanced customer service skills
• Ability to multi-taskOrganizedGeographical knowledge of service area or map reading skillsKnowledge of the HVAC industry is required
• Computer skillsHigh school diploma or general education degree (GED)
• Two years of HVAC related experience and/or training or equivalent combination of education and experience in customer service, dispatching, or project management