EMERGENCY DISPATCHER (HVAC SECURITY DISPATCHER)

Job Title : Customer Services Support Operator 1

Rate : $20.30 per / hr. W2

Location : NC - Cary - 11000 Regency Parkway 27518 (Hybrid)

Shift timing : 8AM-5PM

4 months contract possibility for extension

START DATE ASAP

Description :

Experience supporting HVAC mechanical and security for sending dispatchers.

Dispatching for 8-9 technicians

Must be Reliable

Mechanical knowledge- if they get a call will know the difference for automation and mechanical support. Can understand the lingo of what the customer needs support with

Would like to convert, but unable at this time. Possible in the new year

Office moving so partially remote. (be discussed during interview)

Goal is someone familiar with the Raleigh NC environment. Where dispatching will primarily be done.

Currently Short 2 dispatcher and replacing.

Having knowledge of HVAC is HUGE since this is who they will be dispatching technicians for.

SAP a HUGE plus

MS Office Suite

Will be completing Service coordination.

Taking calls and email requests for dispatching technicians.

Hybrid- but need to be Raleigh NC.

Responsibilities :

Support, inform, prioritize, and coordinate activities and resources across branch offices and the Digital

Service Center.

Act as primary point of contact for service customers to ensure expectations are met.

Handle incoming service requests via phone or email, resulting in a service work order and scheduled or

dispatched personnel.

Schedule resources to support standard service agreements.

Handle decisions regarding the scheduling and movement of resources and material based on the nature

of service calls, urgency, contractual obligation, and availability.

Order and track parts and subcontractors in support of maintenance plans and service calls using the

service platform.

Evaluate time-and-material (T&M) service orders for completed costs and scope of work; process invoices

in accordance with standard billing practices.

Proactively follow up with customers after completion of service to ensure a high level of satisfaction with

the quality of work.

Qualifications :

High school diploma or state-recognized GED required; Associate degree preferred

Excellent organizational and interpersonal skills

Ability to read and understand customer service contracts

Familiarity or experience with HVAC, Fire Alarm, or Security systems preferred

Proficient in Microsoft Office and business software systems (e.g., SAP)

Good verbal and written communication skills in English

Qualified applicants must be legally authorized for employment in the United States