HVAC Dispatcher

DUTIES AND RESPONSIBILITIES:

• Dispatch service technicians on a set daily schedule.
• Routing technicians calls by neighborhood and zip code to eliminate drive time and increase productivity.
• Make outbound calls when necessary to ensure technicians have a full schedule each day.
• Schedule any requested service from an install customer immediately and ensure retail service calls are expedited quickly.
• Review previous day's calls and reschedule any necessary calls.
• Assessing how many technicians are available that day for completing the work schedule.
• Be aware of each technician's schedule and ensure each technician has a full schedule each day.
• Ensure the TJ List is evaluated and distributed to the correct Dispatcher. Return calls to customers from the afterhours service in a timely manner.
• Confirms all scheduled service calls for the next day when necessary.
• Schedule seasonal maintenance contract customers and keep track of completed service schedules for residential and commercial customers.
• Work as a team to help maintain the overall cleanliness and order/organization of the office space.
• Provide Switch board relief as needed.
• Records management Monitors and validates the accuracy of entries into the Desco system, including filing and maintaining paperwork associated with Desco entries. Ensure calls are scheduled and updated in Desco accordingly.
• Update dispatches Utilize the home warranty portals as needed to ensure customer information is updated accordingly.
• Follow up with customers to ensure satisfaction of jobs.
• Assist managers with written correspondence to customers as needed
• Take responsibility for the accurate and timely completion of paperwork.
• Organize Field tickets and receipts.
• Provide maximum customer service, accurate communication, and courtesy to all co-workers management and customers.
• Meet and greet visitors in a professional manner.
• Reduce the call transferring volume by initially handling the customer's request if possible.
• Resolving customer complaints to the satisfaction of the customer.
• Ensure all customers have been taken care of; respond to all missed calls and voicemails in a timely manner.
• Call on Accounts Receivable for collection purposes. Collect service fees and non-coverage fees from homeowners when the service technician is unable to and/or if there is a tenant in the home.
• Perform each day's tasks according to the procedure system as assigned by management.
• Provide daily and weekly reporting to management as needed.
• Ensure that all communication with members of management is accurate and to the point as it relates to the business at hand.
• Keep supervisor informed of significant events and circumstances related to company.
• Perform other office duties as directed by the Office Manager.

QUALIFICATIONS:

• One-year certificate from college or technical school, six months to one-year related experience, or equivalent combination of education and experience.
• Demonstrated ability to calculate figures and amounts.
• Proficient on billing software, Microsoft Office Suite and Intuit QuickBooks.
• Acute attention to detail.
• Strong organizational skills.
• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Ability to understand and follow written and verbal instructions.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.