JOB DESCRIPTION
POSITION TITLE: HVAC DISPATCHER/ Customer Service
PRIMARY PURPOSE:
To manage the flow of service technicians and service parts to maximize the efficiency and profitability of the service department, by implementation of systems and procedures to get the right tech to the right job with the right parts at the right time, resulting in Happy Customers.
PRIMARY RESPONSIBILITIES:
Management of the dispatch board for effective scheduling and communication. (should know status of every call on the Dispatch board)
Get the right tech at the right time to the right job with the right parts. Evaluate urgency of customer needs
Daily Timely & accurate DMR input from service dept.
We will arrive on time or the customer will be called with a new time, follow our On-Time Guarantee
Order special parts as needed by techs.
Communicate with suppliers to get parts in a timely manner.
Communicate with customers as to when parts will be in and when they can expect us.
Paging calls & cell phone communication with technicians
Act on any special requests or need to return from the service tickets (sales leads, follow-up calls, parts)
Meaningful communication with Operations Manager, CSR and others that results in effective exchange among all departments (learn to anticipate problems and solve ahead of time)
Follow the established dispatching procedures and policies (10 Commandments)
Input and update of Client equipment records Including Model/serial #’s, age & condition
Assure technicians have all appropriate paperwork (Blue Binder)
Perform weekly truck inspections
Fill part requisitions from day before.
Follow the established purchasing procedures.
ADDITIONAL RESPONSIBILITIES
Will be back up to answer the phone
Receive UPS and flow of P.O’s
Warranty parts return. Paperwork as well as arranging return
Extended warranty and 3rd party billing paperwork
Match P.O. with packing slip and then to invoice (Check for proper billing amount and quantity)
Works with CSR and others to implement new policies and procedures, to improve efficiency
Outbound calls for Tune ups during slow months.
Work front counter as needed
Understand and communicate in a professional manner with emotional customers or service technicians
Understand each service technician’s technical, as well as their customer relations qualities
Understand the attitudes, needs and desires of repeat customers and service contract customers
Discretion when interfacing with manager on issue involving peers and technicians
Filing of invoices and purchasing paperwork
Work with techs to maintain proper truck inventory
Backup Install Coordinator during lunch/ vacation, etc.
Accurately close call tickets in Service Titan
Look at next 2 days of dispatch board at end of day and communicate calls needed to CSRs.
Turn phones over to answering service if last one leaving at end of day
Learn additional office task, as to be backup during vacations, personals days, etc.
Computer data entry for inventory & New Comp entry into Excel
Misc. duties as required
Order service parts for proper shop inventory
THIS POSITION REQUIRES A:
Effective time manager – Completion of set goals in a timely manner
Effective communicator – Minimal errors due to poor communication
Problem Solver – Problems resolved with tact and understanding
Priority Identifier – Department effectiveness increase through proper identification of priorities.
Effective interpersonal skills - Able to develop a rapport with service techs; able to assertive without being dictatorial. Work as a team to get the job done.
Ability to read and follow and continually utilize established company scripts;
Answer phone in a polite, friendly manner.
Reliability - Reliable transportation; understands importance of daily attendance dependability and being on time
Levelheaded - Able to manage multiple tasks simultaneously while maintaining pleasant, attentive demeanor while speaking with customers
Able to work with minimum of supervision. Does, however, ask for help when needed.
MEASUREMENTS OF WORK FULFILLMENT
98% or better accuracy of matching technician to jobs within their abilities
98% accuracy on time stamping of E- Tickets in computer
95% or better accuracy with customers regarding scheduling issues
98% Accurate DMR info
99% Timely DMR information
Daily booking requirements met (not over booked or under booked when calls are available.)
90% approval rating from technicians for scheduling efforts
95% or better, positive feedback from customers during follow-up happy calls
90% or better, to be able to memorize and follow company scripts
95% proper parts entered and costing of each service ticket
99% accurate Pay for techs from ticket completion
5 or more Tune ups per week marketed during slow times
Complete core video training within 30 days
One SPN training video per week
RECOMMENDED QUALIFICATIONS
Education and/or Experience:
Phone voice - Pleasant, professional
Typing - keyboarding 45 wpm - emphasis on accuracy, not speed
Computer - Working knowledge of Windows, working knowledge of Word & excel.
Inventory control and purchasing – Preferred basic knowledge of these functions
Be available for extra hours - Accepts occasional requests for extra hours willingly; understands we are a Heating & Air Conditioning company and the daily work load varies with the temperature.
Pay: $16.00 - $18.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: In person
