Dispatcher​/Customer Service Coordinator

We are seeking a dynamic and proactive Dispatcher/Customer Service Coordinator to join our team. This role will provide exceptional customer service and administrative support to our HVAC Service Department, managing dispatch, scheduling, and follow‑up with technicians and customers to ensure a seamless experience. Excellent communication, forward‑thinking, and a self‑starter attitude are essential, as are quick learning abilities and a proactive approach to prioritizing customers.

If you are motivated and customer‑focused, this is an exciting opportunity to make a difference with an industry leader!

• Handling Customer Calls and Incoming Communication:
  Take incoming calls from customers, especially those requiring urgent attention, and provide timely and effective solutions.
• Customer Outgoing Interaction:
  Initiate and maintain outgoing and interactive communications (written and verbal) with customers to keep them informed of how the company is responding to their needs.
• Customer Prioritization:
  Identify and prioritize important customers to ensure their needs are met promptly and effectively.
• Service Call Assessment:
  Quickly learn and understand the types of service calls that can be dispatched to specific technicians based on their expertise and availability.
• Visit Planning:
  Create service visit for customer service requests, including scheduling field work, conducting needed research, and ensuring parts are ordered to maximize customer satisfaction.
• Communication:
  Maintain clear, professional, and effective communication with customers, technicians, and internal teams.
• Problem‑Solving:
  Proactively identify potential issues and implement solutions to enhance customer satisfaction and operational efficiency.
• Documentation:
  Accurately record and update customer information, interactions, service details, and follow‑up actions in the company's CRM system.
• Dispatching Technicians:
  Efficiently schedule and coordinate the dispatch of field technicians to customer locations, ensuring prompt and accurate service calls.
• Schedule Management:
  Schedule, manage, adapt, and communicate changes in the daily schedule to customers and technicians to ensure successful conclusions to all service calls.
• Field Monitoring:
  Monitor technicians in the field to ensure work is proceeding according to customer expectations.

• Review and Documentation:
  Conduct daily job reviews of field technician paperwork to support accurate and timely billing and payroll, addressing or highlighting issues with field technicians or supervisors.
• Collaborate with the accounting team to address invoice questions, discrepancies, and necessary adjustments.

• Promote and schedule Maintenance Visits:
  Evaluate past customer history to accurately determine the time and personnel required for scheduling maintenance visits.
• Provide general office support to the service team, including document management and scheduling assistance.
• Ensure Data Integrity:
  Review daily, weekly, and monthly reports to ensure customer information including assets and asset service history is accurate.

• Contribute to Company Culture:
  Maintain positive, supportive relations with all staff.
• Continuous Improvement:
  Stay informed about industry trends and best practices to continuously improve service delivery and customer experience.
• Team
  
  Collaboration:
  
  Work collaboratively with team members to improve processes and procedures, contributing to a culture of continuous improvement.

• Fast‑paced and intense in an open office environment.
• Moderate noise level with occasional variations.
• Subject to continual interruptions and changing priorities.
• Effective, consistent, positive, and constant communication with customers, vendors, co‑workers, and others required.

• 1–2 years of experience in an administrative or customer service role, preferably in a service‑based industry.
• Exceptional verbal and written communication skills.
• Strong organizational, communication, and problem‑solving abilities.
• Strong customer…