Dispatcher

Job Title: Dispatcher

FLSA Status: Non-Exempt

Position Type and Expected Hours of Work: Full time, Saturdays and overtime as needed

Position Summary:

The Dispatcher is the point of contact for Field Technicians and the Customers to schedule HVAC Maintenance, HVAC service and HVAC installation jobs for Company's clients.

Essential Functions:

• Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls - this includes situations such as rescheduling preventative maintenance jobs for equipment that needs immediate attention and following the batting order.
• Keep calls and hold times to the Customer Experience Department's standards.
• Relay accurate information to technicians, ensuring proficient, quality customer experiences. This is achieved through reading each job's details thoroughly and investigating any questions that need to be addressed with the Customer Experience Team.
• Manage the whereabouts and needs of every technician in the field by working with internal staff to schedule accordingly with technicians' time off, scheduled in-shop meetings or training, and other similar situations. Update customers throughout the day on technicians' progress by keeping open communication and proactively addressing scheduling conflicts.
• Act as a client advocate and utilize appropriate internal resources when needed to resolve client escalations. Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• Follow up promptly and completely on all customer requests for information, quotes, alternative parts and pickup/delivery dates.
• Maintain knowledge of new and existing products and services by participating in training, reviewing catalogs, web-sites and internal resources.
• Review the next day's job board and manage booked calls by placing them in a timely manner. Communicate with the Managers daily to give updates of jobs on job boards. Follow the Call Board.

Competencies:

• Excellent verbal and written communication skills; and strong conflict management skills
• Detail oriented and highly organized with the ability to handle multiple tasks and assignments
• Knowledge of and proficiency in common office applications such as G-Suite, general software navigation, and operating a computer

Position Requirements:

• 2 Years' experience in Customer Service required
• High School Diploma or Equivalent required
• Relevant industry knowledge preferred

Physical Demands: Prolonged periods sitting at a desk and working on a computer.

Direct Reports: None

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice....