Hvac & Plumbing Dispatcher

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Job Overview:
As an HVAC & Plumbing Dispatcher, you will be responsible for scheduling service calls for HVAC and plumbing technicians, ensuring timely and efficient dispatch of services, and providing excellent customer service. You’ll be the main point of contact between the customers and technicians, handling scheduling, routing, and tracking of service requests.

Key Responsibilities:

• Service Call Scheduling: Take inbound service calls and schedule appointments for HVAC and plumbing technicians. Prioritize service requests based on urgency and customer needs.
• Route Coordination: Assign and dispatch technicians to customer locations based on geographic location, technician availability, and expertise.
• Preventive Maintenance (PM) Coordination: Schedule and track PM appointments to ensure routine HVAC and plumbing systems are properly maintained. Follow up with customers to ensure timely completion of PM services and provide reminders for scheduled maintenance.
• Customer Communication: Confirm appointments with customers, inform them of any changes to the schedule, and address any concerns or questions.
• Record Keeping: Maintain accurate records of customer interactions, service calls, and technician dispatch details.
• Service Tracking: Monitor the progress of technicians’ service calls and keep customers updated on arrival times or delays.
• Timesheet Tracking: Track and manage technician work hours, ensuring accurate logging of start times, break periods, and completion of service calls. Verify and submit timesheets for payroll processing, ensuring all hours worked are properly documented.
• Basic Accounting Assistance: Assist with basic accounting tasks such as processing invoices associated with service completion, payments, and assist with billing inquiries. Ensure that all vendor packing slip and invoices are matched up for items (such as parts or supplies) and are correctly added to the corresponding work orders. Assist with entering payables into Accounting.
• Collaboration with Technicians: Communicate with technicians during their service calls for updates, troubleshooting, or to provide additional instructions.
• Problem Resolution: Handle customer complaints or issues promptly, ensuring customer satisfaction by resolving problems or escalating when necessary.
• Billing & Invoicing: Process invoices, payments, and any necessary paperwork
• Inventory & Equipment Tracking: Ensure technicians have the necessary tools, parts, and equipment to complete the job efficiently.

Skills and Qualifications:

• Detail-Oriented: Ability to focus on the small details, ensuring accuracy in scheduling, timesheet tracking, service records, and customer interactions.
• Great at Multitasking: Capable of managing multiple tasks simultaneously without compromising quality or accuracy, especially during busy or high-demand periods.
• Strong communication skills (both verbal and written) to interact with customers, technicians, and other team members.
• Organizational skills to manage a high volume of service requests and ensure proper scheduling.
• Problem-solving ability to address customer concerns or logistical challenges quickly.
• Basic knowledge of HVAC and plumbing systems (a plus, but not always required).
• Proficiency with dispatching software, CRM systems, or scheduling tools.
• Customer service experience, especially in a service-oriented or fieldwork-based business, is preferred.

Education and Experience:

• High school diploma or equivalent required.
• Previous experience in dispatching, scheduling, or customer service is preferred.
• Experience in HVAC or plumbing industries is a plus.
• Experience with Sage & Service Box would be an asset

Working Conditions:

• Hours: Full-time, may include after-hours depending on the company's needs.
• Environment: Office setting, but may also require occasional field visits for coordination or support.
• Independent Work: This role requires the ability to manage tasks and responsibilities independently, ensuring deadlines and customer service standards are met without direct supervision.

Job Type: Full-time

Pay: $20.00-$29.00 per hour

Work Location: In person