HVAC Dispatcher

Job Description

Job Description

Position Summary :

To assist in achievement of the companys strategic objective and annual goals through the delivery of exceptional service and support reflective of Good Life Brands (the Company) vision, mission, purpose, and values.

Responsibilities :

• Create a positive customer experience.
• Maintain the daily schedule for all service technician and dispatch technicians as service calls are completed.
• Prioritize calls using detailed call priority according to the greatest customer and / or operational need.
• Monitor appointment schedule as it evolves throughout the day.
• Contact customers if there is a delay in their scheduled time.
• Act as a backup for taking inbound customers calls as needed.
• Monitor daily call count and revenue goals to help ensure each department meets their daily, weekly and monthly goals.
• Communicate effectively with customers, vendors, technicians, sales staff and department personnel via telephone, email, and written correspondence to answer inquiries or to provide information.
• Maintain complete, accurate and updated information in the customer database.
• Perform administrative duties to assist with the overall efficiency of the operation.
• Promptly report any service issues to the appropriate leader to ensure 100% customer satisfaction is maintained.
• Perform other duties as assigned.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.

Position Requirements :

• Preferred experience : Customer Service and / or Dispatch- 1-3 years Ability to communicate clearly in a positive, nurturing manner.
• Proficient in Microsoft Suite products.
• Ability to perform multiple tasks in a fast-paced environment.
• Exceptional interpersonal and communication skills both written and verbal. Function in a team environment.
• Geographical knowledge of service area and / or map reading skills.
• High School Diploma or GED Required. Associates Degree preferred.

Physical Requirements :

• Regularly spends long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment.
• Spends a majority of the workday on the telephone interacting with customers and technicians.
• Occasionally lift 5-10 pounds.
• Have good visual acuity and sufficient functioning to operate computer-aided call management hardware, software, and communications equipment.
• Ability to work extended hours, nights, or weekends.

Position Specific Standards :

• Maintain confidentially on all private, sensitive, and proprietary business issues and concerns. Willing to continue professional development through continued training.
• Willing to work hours outside of normal work schedule, if needed
3 days ago