Dispatcher, Customer Service​/HelpDesk

Summary:

Tempo’s HVAC Dispatcher works daily with technicians who install, maintain and repair systems involving heating, ventilation, air conditioning and plumbing. He/she organizes service calls so that our technicians are sent to a variety of locations in a timely manner. The Dispatcher’s main goal is to maintain the work schedules for our field technicians and assure that all customer commitments are met.

In addition, the Dispatcher is responsible for providing logistical support to technicians and communicating with both fellow partners and customers. The Dispatcher is partly responsible for informing customers of the progress of service operations while ensuring that our technicians operate in a cost-effective fashion.

Duties and Responsibilities:

Dispatch, manage and allocate resources to meet the expectations of our clients.

Call customers to confirm maintenance appointments and schedule, as necessary.

Follow up with phone calls upon completion of work performed.

Request that clients share positive experiences through reviews.

Anticipate and mitigate conflicts in allocations of resources before it effects the client’s experience.

When an issue arises with client dissatisfaction, take immediate action to resolve.

Work closely with Customer service to coordinate scheduling.

Offer new service agreements and renew existing service agreements.

Grow, monitor, and maintain the maintenance programs; update changes in ownership, add new install job information and review reasons for non-renewals.

Receive, record, and maintain sales lead information, set appointments, as necessary.

Communicate clearly, precisely, and in a friendly manner with associates, superiors, vendors, and customers. Take and deliver messages as appropriate. Ensure messages are received and follow up as appropriate.

Ensure the accurate capture, data entry and maintenance of customer  familiar with our company, products, and services so many questions can be answered without consulting others.

Alert managers quickly to significant customer issues, serving as a champion of the client to our company.

Perform dispatching and scheduling of service technicians and other resources.

Win the confidence of new clients when they call for service or repairs.

Schedule the client appointment and assign/match qualified staff to perform the work.

Update the Customer Relationship Management (CRM) system for each interaction.

Perform customer satisfaction calls after each visit.

Ask for referrals and inform client where and how to make them.

Continuously improve knowledge of HVAC work, and how Tempo Service operates to benefit the customer.

Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals.

Regularly review and monitor progress against goals and seek assistance as needed.

Efficiently manage his/her time and  computer literate to the extent necessary to fulfill this function. Knowledge of Excel and Word is required. Should also be very familiar with the use of smart phones, email, and text messaging.

Must be capable of understanding client needs, and favorably influence their decision.

Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees.

Qualifications:

Possess superior interpersonal skills.

Excellent customer service skills

Geographical knowledge of the DFW service area or map reading skills.

Knowledge of the HVAC industry and terminology is recommended but not required.

Able to multitask, prioritize, and manage time efficiently.

Detail oriented.

Safety conscious.

Able to process high volumes of work with accuracy.

Pass a pre-employment drug screen and criminal background check.

Home Service Industry Knowledgeable preferred.

Education and/or

Experience:

High school degree or equivalent.

Basic knowledge of Microsoft Office applications (Outlook, Excel, and Word)
Excellent written and verbal communication skills

Intermediate knowledge of concepts, practices and procedures related to HVAC.Product knowledge of Tempo’s services a plus.

Language

Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Physical

Qualifications:

Must be able to sit for long periods of time.

Must be able to work varying shifts including days, nights, and weekends.

Benefits:

Employee ownership (ESOP) with weekly Employer Match Stock accumulation plan based on continuous service.

Competitive pay
120 hours PTO Bereavement Pay7 Paid holidays1 Floating Holiday Health Insurance - company pays approx. 70% of medical coverage chosen, Dental, Vision Insurance (optional)$25,000 life insurance/$25,000 AD&D (additional voluntary life/AD&D products available)
Disability income protection plan (Short-Term & Long-Term Disability, paid by company)401(k) savings plan Continuing education and training programs
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