HVAC Service Dispatcher

H&G Systems Service Department is seeking a meticulous and customer-focused HVAC Dispatcher to join our growing team. The HVAC Dispatcher will be responsible for efficiently scheduling and dispatching our HVAC technicians to customer locations, ensuring timely and effective service delivery.

This role requires excellent communication skills, the ability to multitask in a demanding environment, and a strong understanding of HVAC systems and terminology.

Bi-lingual and experience in quoting repair work is a plus

Pay Scale : $20 to $25 per hour, paid weekly

Work Hours : 7 : 00am to 4 : 00pm, Monday through Friday, some overtime

Primary Job Function : 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 the on call schedule for service technicians. Maintain customer database with current information.

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

Provide accounting with maintenance contract billing information. Prepare service invoices and timecards for processing.

Reports to : Service Manager

Key Responsibilities :

• Schedule and Dispatch :
• Coordinate daily schedules for HVAC technicians based on customer requests and service requirements.
• Dispatch technicians to service calls and provide necessary information to ensure successful job completion.
• Manage and update on call schedule with our vendor and technicians.
• Monitor technician progress and provide support for any issues or delays encountered in the field.
• Customer Service :
• Respond to customer inquiries and service requests via phone and email in a professional and timely manner.
• Communicate effectively with customers regarding service call details, technician arrival times, and any changes to schedules.
• Coordination and Communication :
• Maintain clear and consistent communication with technicians to ensure they have all necessary information for service calls.
• Monitor technician progress throughout the day and adjust schedules as needed.
• Active listener with excellent communication skills.
• Strong focus on customer service and satisfaction.
• Problem-Solving :
• Manage urgent or emergency service calls and prioritize accordingly.
• Address and resolve any scheduling conflicts or issues that arise during the day.
• Ability to think quickly and respond to customer needs.
• Administrative Duties :
• Maintain and manage accurate records of service calls, technician assignments, and customer interactions.
• Prepare and distribute schedules and work orders to technicians daily and preschedule them for the following day.
• Inform technician of where parts are located including the PO (purchase order#).
• Preorder all filters and belts for future PM (preventative maintenance).
• Use dispatch software and tools to manage scheduling and track technician locations.
• Provide potential new customers all documents needed, set them up in our system and request any COIs to our insurance provider.
• Provide PO#s to technicians and management team for parts needed.
• Manage parts that are shipped to our shop, scan the paperwork into our system and update management parts received.
• Assist with any special request from management involving city registrations / permits, truck repairs, or any other needs outside of normal scheduled jobs and service.
• Process service requests and work orders, ensuring accurate and timely documentation.
• Other duties as assigned.
• Experience :
• Minimum of 2 years of experience in a dispatching role, within the commercial HVAC or related industry.
• Familiarity with HVAC systems, terminology, and industry standards.
• General computer competency, including at least one year of experience with Microsoft Excel, Word, and Outlook.
• Skills :
• Excellent organizational and multitasking abilities.
• Strong customer service skills and the ability to oversee challenging situations with professionalism.
• Proficient in using dispatch software and other relevant computer applications.
• Effective communication skills, both verbal and written.
• Ability to work in a demanding environment and manage high-stress situations.
• Strong critical thinking skills and diligence, and attention to detail.
• Collaborator with a cheerful outlook and the ability to work independently.
5 days ago