The position of HVAC Dispatch Coordinator is of great significance to Valley Wide Cooperative. A person in this position is responsible for coordinating HVAC service activity, supporting customers and field personnel, maintaining accurate records, and helping ensure efficient communication and workflow. The position is also responsible for developing strong knowledge of the HVAC software platform and serving as a resource to users throughout the organization as the system expands.
Job Summary:
These are the basic requirements of the position and must be performed competently.
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Provide primary dispatching, scheduling, and administrative support for the Quigley team and Magic Valley HVAC personnel.
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Answer incoming telephone calls, respond to customer inquiries, gather service information, and direct calls or requests to the appropriate employee.
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Schedule and dispatch HVAC service calls, maintenance appointments, installations, and other field work based on customer needs, technician availability, location, and operational priorities.
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Maintain regular, professional communication with customers, technicians, field personnel, supervisors, and other departments regarding schedules, work status, delays, changes, and follow-up needs.
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Monitor daily schedules and revise assignments as needed to support timely service, efficient routing, and effective use of field resources.
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Create, update, and maintain accurate customer records, work orders, service histories, technician notes, schedules, and related documentation in the HVAC software platform.
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Serve as the organizational subject matter expert for the HVAC software platform.
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Support software implementation, testing, configuration, data accuracy, workflow development, and adoption in partnership with operational leadership and other stakeholders.
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Provide user training, day-to-day support, troubleshooting, and guidance on software processes and best practices.
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Assist additional Valley Wide locations as the HVAC software platform expands across the organization.
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Identify recurring system or workflow issues, document concerns, and help coordinate solutions or process improvements with leadership, users, and the software vendor, as appropriate.
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Prepare and maintain reports, schedules, service documentation, and other operational information as assigned.
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Perform administrative support duties similar to other administrative assistant positions, including greeting and assisting customers, data entry, filing, document preparation, and general office support.
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Support work order processing, invoicing documentation, purchase or parts information, and other HVAC administrative processes as assigned.
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Maintain confidentiality of employee, customer, and company information.
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Performs other related duties as assigned.
ESSENTIAL JOB QUALIFICATIONS/PREREQUISITES:
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High school diploma or equivalent required.
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Experience in HVAC, dispatching, scheduling, customer service, office administration, or a related field preferred but not required.
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Experience implementing, supporting, or training others on business software systems preferred but not required.
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Demonstrated aptitude and willingness to learn new software, processes, and HVAC terminology and to serve as a resource for others.
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Must maintain appropriate and expected levels of customer service.
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Must possess strong verbal, written, and interpersonal communication skills and communicate in a professional manner with customers, managers, supervisors, employees, vendors, and the general public.
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Must have the ability to organize and prioritize multiple assignments in a fast-paced environment and adjust priorities as business needs change.
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Must have strong attention to detail and the ability to maintain accurate schedules, records, work orders, and system data.
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Must be able to make appropriate decisions and execute them according to policy, established procedures, and operational direction.
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Must demonstrate sound judgment, problem-solving ability, dependability, initiative, and follow-through.
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Must be able to work independently and collaboratively with office staff, field personnel, leadership, and employees at other locations.
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Must be proficient with computers and able to develop proficiency in Microsoft Office applications, the HVAC software platform, and other business systems used by the organization.
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Must be able to maintain confidentiality and handle customer and company information appropriately.
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Must exhibit a professional and positive image.
