Dispatcher

Description

As a Service Dispatcher, you will have the opportunity to support our Service Department with scheduling daily service activities for a team of HVAC and Plumbing service technicians within an assigned region. The Service Dispatcher will serve as a vital link between SVM’s commercial customers and field technicians, ensuring the accurate scheduling of field technicians and the highest level of customer service is upheld.

• Schedule routine maintenance visits, service calls and quoted repairs for assigned technician team.
• Create, update, and maintain customer accounts within the system, ensuring notes reflect site protocols for our field technicians.
• Generate work orders (WOs) and audit submitted WOs from field team, ensuring hours worked, work performed, and PO number referenced.
• Prepares monthly reports for the Lead Dispatcher outlining assigned technician team’s PM hours and open WO’s.
• Transition incoming calls into Service leads.
• This role may be required to handle physical paperwork, files, office supplies, and using office equipment like a computer, mouse, keyboard, and calculators.
• Monitors assigned team’s technician schedule to ensure the timely completion of service calls, promptly notifying relevant personnel of any availability changes.
• Support the Service department with other tasks and projects as business requires.
• Submit necessary paperwork upon completion of assigned jobs including WOs, POs, and Special Reports.
• Support Service Admin with timecard related questions.
• Escalate recommended solutions and warranty inquiries as needed to the area Foremen and assigned Account Manager.
• Communicate with customers, both verbally and written, to coordinate schedules, address incoming inquiries, and provide timely updates on technician arrival times and any service-related information.
• This role does not typically involve heavy lifting, however lighting lightweight items such as files or other office supplies up to 50lbs might be required.
• Approve Technician’s schedule, ensuring Foreman are notified of any availability changes.
• Monitor Technician’s service call progress, advising for follow-ups as required.
• Evaluates incoming service requests, determining their nature and urgency, and assign an available technician with the required skillset.

Requirements

Are you a quick thinker who excels in solving logistical puzzles? Do you thrive on providing exceptional customer service?

• Working knowledge of HVAC systems and common terminology utilized highly preferred.
• 2+ years’ experience working with a mechanical contractor highly preferred.
• Excellent written and verbal communication skills required.
• Ability to maintain professional relationships with internal team members and customers required.
• Proven ability to be an effective multitasker with great time management and organizational skills required.
• This role may involve working at a desk, computer, or standing for prolonged periods of time.
• Highly proficient with various office equipment and programs including MS Office Suite (Word, Outlook, Excel) required.
• 3+ years’ experience in a customer service or similar role required.
• High school diploma or general education degree (GED; or equivalent combination of education and experience) required.
• Prior experience as a Dispatcher highly preferred.

Benefits

Well-Being: Robust Maternity & Paternity Leave / EAP / Paid Holidays / PTO / Sick Leave / Interactive Breakroom

This is a full-time exempt position. The compensation for this role is $75,000 - $110,000 annually and is based on experience and skillset.

Financial Wellness: 401k w/ Employer Contribution / Employee Referral Bonus / “Positive Pulse”

Health: Medical / Dental / Vision / Life & Disability Insurance / FSA

Training + Development

Interview process

Visa Sponsorship

Security clearance