Dispatcher for Plumbing / HVAC company

HVAC / Plumbing Service Dispatch

Maintain the Service Technicians' daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain customer database with current information. Maintain clear and concise communications with department managers, employees, and customers, including keeping customers appraised as to company schedule and requested lead-times.

Reports to: Director of Service Operations

Required Qualifications:

Have a great attitude and provide exceptional customer service to internal and external customers

Ability to multi-task

Organized

Geographical knowledge of service area and/or map reading skills

Knowledge of industry is recommended, but not required

Computer skills particularly Microsoft Office

Must have two years related experience and/or training in customer service, HVAC / Plumbing dispatching or project management

Daily Duties:

Create dispatch tickets for service calls via phone and email

Contact customers with a "parts pending" status as parts are received for scheduling

Contact proper team members with immediate customer concerns

Maintain proper and organized PO system

Dispatch Service Technicians from home to first call

Dispatch Service Technicians one call at a time

Follow up with "on call" technician daily on all calls run after hours

Forecast workload 2 to 3 days out

Maintain clear and concise communications with department managers, employees, and customers, including keeping customers appraised as to company schedule and requested lead-times.

Assist in all warranty procedures, extended warranties as well as warranty returns Maintain maintenance agreements, including customer database, maintenance agreement database scheduling, staging of materials, customer hard files, and renewals

Maintain the dispatch board schedule

Order parts for special orders and work orders as needed. As parts are received, pull purchase order and schedule work.

Provide accurate appointment information to Customer Service Rep

Quote repair jobs (as directed by management) and obtain approval from customers

Respond to answering service messages left overnight not handled by "on call" technician

Route technicians to the office to ensure paperwork and timecards are turned in in a timely manner for processing and invoicing

Track calling efforts and accomplishments using call log and provide to Service Manager daily

Update customer information in databases as needed

Assist in answering main office phone lines

Other duties as assigned