HVAC Service Dispatcher

Job Title: HVAC Service Dispatcher

Pay Scale:

Work Hours: 7:30 am to 4:30 pm, Monday through Friday, some overtime

Primary Job Function: Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Order parts and schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information. Prepare service invoices and timecards for processing.

Reports to: Service Manager

Required Qualifications:

• Advanced customer service skills.
• Ability to multi-task
• Organized
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended but not required
• Computer skills
• High school diploma or general education degree (GED)
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience

Daily Duties:

• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch ticket for all service calls.
• Dispatch Service Technicians, one call at a time.
• Dispatch Service Technicians from home to first call.
• Debrief Service Technicians after completion of each call.
• Respond to all messages left overnight.
• Maintain the dispatch board / schedule.
• Forecast workload for 2 – 3 days out
• Contact customers with a "Parts Pending" status as parts are received for scheduling.
• Follow up on all pending and recommended work with customer utilizing the pending work log.
• Help Service Manager with marketing issues as directed.
• Order parts for special orders.
• Forward list of parts used by technicians to warehouse for truck restock.
• Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, etc.)
• Maintain on call schedule, to include 1st on call and standby technician
• Maintain customer history files in database
• Prepare paperwork for all manufacture warranty parts
• Facilitate return of warranty parts
• Update service database from service ticket
• Forward checks and payments to accounting.
• Happy calls / customer surveys.
• Other duties as assigned