HVAC Service Dispatcher

Provide excellent customer service to all existing customers, and potential customers reaching out for service or repair questions, updates, concerns and other customer or potential customer driven needs. Responsible for making timely contact with existing customers for the purpose of scheduling service calls of various types. Critical for this position to assist Service department with customer retention through stellar service.

Job Responsibilities

• Schedule and coordinate all service calls as calls are received via phone or email.
• Create a dispatch ticket for all service calls.
• Dispatch Service Technicians appropriately based on skill level and geographic location.
• Review technicians notes after the completion of jobs for closing and finalization of service tickets.
• 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.

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• Follow up on all pending and recommended work with customer utilizing the pending work log.
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• Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
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• Verify technician check-in / check-out.

• Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, specific technician requests, etc.)
• Prepare paperwork and facilitate for return of all manufacture warranty parts.
• Other duties as assigned.

Required Qualifications

• Must be a responsible person and regular attendance is required.
• High school Diploma or GED.
• Excellent verbal skills.
• Driven self-starter with a strong work ethic that can take the lead on initiatives and follow-through on commitments.
• Professional phone skills.
• Knowledge of computers and related technology.
• Strong interpersonal skills.
• Strong problem-solving skills and the ability to adapt quickly to changing circumstances.
• 1year customer service and dispatch experience.
• Energetic personality.
• Teachable.

Desired Qualifications

• Experience with HVAC industry
• Experience with Microsoft Office and Service Titan is a plus.
• Be a team player.
• Ability to remain calm and composed in high-pressure situations, making swift decisions and prioritizing tasks accordingly.

Physical Demands

• Prolonged periods of sitting and typing at a desk.
• Occasional lifting, twisting, and carrying of small components (less than 10 lbs.).

Work Environment

• Fast-paced office environment.
• Constantly evolving workday and schedule.