Service Dispatcher

We are seeking a highly organized and customer-focused Service Dispatcher to coordinate and schedule field service operations. The Service Dispatcher acts as the central point of contact between customers, technicians, and internal departments to ensure timely and efficient service delivery. This role requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.

SPECIFIC FUNCTIONS:

• Assign and schedule field service technicians based on availability, skillset, job priority, and location.
• Track ongoing jobs and technician locations to ensure services are completed efficiently and on time.
• Provide customers with appointment updates, ETA confirmations, and follow-up communications as needed.
• Resolve scheduling conflicts, emergencies, or delays by adjusting dispatch plans and communicating effectively with all parties.
• Coordinate with customer service, operations, and parts departments to ensure job readiness and completion.
• Work with service managers for manpower coverage issues.
• Monitor schedules and coordinates with customers and technicians.
• Keeps the Customer Experience Representatives updated with technician availability.
• Responds to inquiries promptly and accurately, demonstrating strong knowledge and quick decision-making skills.
• Respond to technician questions in a timely manner.
• Tracking technicians’ time at calls, geographical locations, and efficiency.
• In depth knowledge of the duties and skill levels of the technicians.
• All other duties as assigned.

COMPETENCIES:

• Advanced Customer Service skills.
• Excellent Communication Proficiency.
• Organizational Skills.
• Problem solving skills
• Decision making adept
• Teamwork Capacity.
• Ability to multi-task
• Geographical knowledge of service area.
• Flexibility.
• Time Management.
• Attention to detail and meeting deadlines.
• Good spelling and grammar with written and oral communication skills.
• Excellent attendance.

WORK ENVIRONMENT:

This job operates in a positive and professional office environment. This role routinely uses standard office equipment with moderate noise. Working in a cubicle environment with others speaking with customers on the phone.

ESSENTIAL FUNCTIONS:

Physical ability to sit for long periods of time, walk, stand, squat, twist, climb stairs, talk, hear, use hands and fingers to operate a computer/telephone/keyboard, and be able to lift 25 lb. file boxes. Vision ability required by this job includes close vision due to computer work. Mental alertness, stamina and ability to focus on, retain and communicate numerous, detailed inputs, process high volumes of written work, data capture and reporting, factual analysis, summary presentation and making numerous on-the-fly critical judgements in a fast-paced environment with deadlines. The employee must be sober and alert and may not be on the job and be mentally or physically impaired, due to drug or alcohol used of any kind.

OTHER MATTERS:

• This position has no supervisory responsibilities.
• This is a full-time position. Days and hours of work are Monday through Friday 7am to 5pm with potential Saturday & Sunday work.
• No travel is expected for this position.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibility and activities may change at any time with or without notice.

REQUIRED EDUCATION/EXPERIENCE:

• High school diploma of GED.
• Geographical knowledge of our many service locations or excellent map reading.
• Customer service and computer experience.
• Knowledge of HVAC, Plumbing and Electric Industry a plus.
• Service Titan knowledge
• Prior Experience in Dispatching

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