Service Dispatcher

Support the customer service process by working extensively with all departments as necessary.

Provide customer coordination and scheduling for service request received through our Service phone line and email.

Provide timely project documentation to HVAC Technicians in response to customer equipment startup requests.

Planning- Accurately scopes out the length and difficulty of tasks and projects, sets objectives and goals and breaks down work into the process steps necessary to get things done.

Follow up consistently to complete assigned duties.

Provide superior customer service to both external and internal customers by exceeding their expectations by communicating clearly and effectively.

Completed required data entry for the purposes of billing to the customers and documenting warranty claims.

Invoice fully executed work orders to the customer.

Under the supervision of the General Manager, the Service Dispatcher will serve as both the internal support and the scheduler for the Service Technicians. The Operations Dispatcher will manage resources including equipment and people for the successful service contracts with our customers.

Coordinate equipment startup and service with our Service Technicians and Customers.

Forecast workload for 2-3 days out.

Keep Operations forecast up to date and report it to Operations VP.

Coordinate the transportation movements of the Technician teams.

Manage material procurement with manufacturers, ordering, release, and warranty management.

Conflict Resolution- Steps up to conflicts, seeing them as opportunities. Reads situations quickly. Good at focused listening. Can hammer out tough agreements and settle disputes equitably. Can find common ground and get cooperation with minimum noise.

Time Management- Uses time effectively and efficiently. Values time. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

Must demonstrate an ability to multi-task and prioritize day-to-day responsibilities.

Must be a detail-oriented, organized, results-driven individual with the ability to work well in a fast-paced environment.

Will be required to work in an office environment and contribute to the team around you.

HVAC parts/equipment experience preferred.

Must demonstrate excellent communication skills and a positive and friendly customer service manner.

Interpersonal Skills Relates well to all kinds of people, up, down, and sideways, inside and outside the organization, builds appropriate rapport, builds constructive and effective relationships, uses diplomacy and tact, can diffuse even high-tension situations comfortably.

Action Oriented- Enjoys working hard. Is action-oriented and full of energy for the things seen as challenging. Seizes more opportunities than others. Reacts quickly to critical situations.

Required to use computer software and must be adept at learning new systems and tools. Geographical knowledge of service area or map reading skills is an additional requirement.

2+ years experience dispatching teams and/or similar scheduling.

Experience with FACTS Accounting Software preferred.

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone, reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

• Dental insurance
• 401(k) matching
• Health savings account
• Life insurance
• Paid time off
• Critical Illness/Accident
• Pet Insurance
• Health insurance
• Vision insurance