Dispatcher Customer Service Representative

Overview

We are currently seeking an HVAC & PLUMBING DISPATCHER to join our team! This person will schedule and notify technicians of assignments and enter necessary data into the computer database. Performs related work as required.

• Provide excellent customer service to new and existing clients
• Receive and efficiently prioritize incoming calls in a professional and compassionate manner
• Create dispatch ticket for all service calls.
• Schedule and coordinate all service calls as they are received
• Dispatch and track field Service Technicians
• Respond to all messages left overnight.
• Receive and process incoming work orders, both written and electronic
• Maintain the dispatch board / schedule.
• Ensure a quality customer experience by relaying detailed and accurate information to the technicians in the field.
• Maintain the Service Technicians’ daily schedules and dispatch the technicians as service calls are completed.
• Forecast workload for 2 – 3 days out
• Schedule return trips with customers when parts are in.
• Maintain the on-call schedule for service technicians.
• Maintain customer database with current information.
• Communicate with department managers, employees, and customers
• Keep customers informed as to service schedule and lead-times.
• Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, etc.)
• Maintain and operate wireless mobile dispatch technology
• Resolve client issues quickly and effectively in a high volume period
• Assist sales staff converting Service to Installation jobs when required
• Assist admin staff with accounts payable and billing as needed
• Other duties as assigned

• Professional appearance and interaction with clients and coworkers.
• Highly dependable
• Outgoing personality that enjoys problem solving and high levels of interpersonal interaction.
• Possess excellent communication skills via written work order descriptions, emails, and also verbally with clients and office staff
• Strategic planning and task management experience.
• Advanced customer service skills.
• Demonstrate skill in memorization, critical judgment, and problem solving ability
• Flexible and quick thinking in emergent situations
• Proficient in all MS Office applications
• Multi-line phone system experience.
• Dispatch and sales experience desired
• Minimum High school diploma, some college preferred
• Geographical knowledge of the service area or strategic map reading skills.
• Knowledge of industry is recommended