HVAC Dispatcher

Service Dispatcher Role Description:
The Service Dispatcher plays a critical role in ensuring seamless coordination between customers, Service & Maintenance Technicians, and internal teams. This position is responsible for managing daily schedules, dispatching technicians efficiently, maintaining accurate records, and supporting both operational and customer service goals. The Service Dispatcher ensures that service calls, return trips, and maintenance agreements are handled with accuracy, timeliness, and professionalism. By maintaining accurate records, facilitating clear communication, and providing timely billing and customer support, the Service Dispatcher helps uphold the company's service excellence and financial accuracy.

Service Dispatcher Essential Expectations:
1. Company Values and Philosophy
a. Adhere to and exemplify the Company's stated core values and beliefs.
b. Promote the company and the brand wherever possible.
c. Conduct operations of sales department within the framework of the law and the ethics of good business practices.
d. Exercise good judgment in all areas where the company's interests are represented.
e. Work with a team first, individual second philosophy.
f. Come to work each and every day dressed with a positive mental approach.
2. Leadership Expectations
a. Set the tone for the service department by living the company core values.
b. Set clear, concise expectations for all personnel who report to you.
c. Provide constructive feedback on a regular basis to all department employees.
d. Keep the service department neat, clean and organized, the same for your desk area.
e. Lead the department effort to create a safe learning environment.
f. Develop key personnel in the service department to prepare them for future opportunity.
g. Implement training and skill development programs as directed by the President/ GM.
h. Produce & track employee performance based on specific KPl's.
3. Customer Service Expectations
a. Assure 100% customer satisfaction.
b. Exceed customer's expectations for quality and value.
c. Handle and resolve all customer complaints within 24 hours, or within policies.
d. Ensure that the phone is answered within three rings at all times.
e. Return all calls within same day.
f. Communicate with President / GM on a regular and routine basis to resolve questions, concerns, or issues.
4. Service Dispatcher - Department Performance
a. Meet or exceed all assigned financial goals.
b. Implement all company better practices that apply within the department in a timely manner.
c. Manage the Dispatcher function - department to meet or exceed the company KPl's.
d. Hire/Identify a successor to the Dispatcher function if required. Provide training and mentor the individual.
e. Participate in regular meetings and functions to develop the team.
f. Develop departmental goals that align with company goals each year.
g. Gain thorough and complete understanding of how department performance impacts the company financial and KPI
results.
5. Communications, Reporting and Compliance
a. Dispatcher will report all relevant information, reports and data to the Service Manager as required.
b. Dispatcher will immediately report any relevant issue regarding safety, compliance, or legal directly to the Service Manager.
c. Dispatcher will participate in Company meetings, department meetings and participate in company planning.
6. Reviews, Feedback and Personnel
a. Dispatcher is responsible for providing constant positive coaching and feedback to team members - daily and weekly service meeting for weeks review.
b. The Dispatcher will work with the Service Manager to define training needs within the department.
7. Skill Development (See Above)
a. Dispatcher will work with SM to develop a set of personal development goals.