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HVAC Service Lead Dispatcher

4 months ago

Woburn, United States Homeworks Energy Full time
Job DescriptionJob Description

HVAC Service Lead Dispatcher

Positions Type: Full-time, salaried position

Position Type: Full-time

Job Summary:

The Service Lead Dispatcher plays a critical role in our organization and is responsible for leading the dispatch operations of the HVAC service team, ensuring efficient scheduling, timely response to service calls, and seamless coordination between field technicians and customers.

Essential Functions:

The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

  • Operations Management:
    • Utilize software application to streamline dispatch operations including managing work orders.
    • Lead and help optimize the scheduling and dispatching of the HVAC service technician team.
    • Ensure efficient allocation of resources to maximize productivity and meet service level agreements.
    • Monitor real-time progress and adjust schedules as neede
    • Work with management to stay informed about updates and new features within the software to enhance operational efficiency.
  • Quality Assurance:
    • Work as a lead example to the service team on industry best practices.
    • Meet necessary performance standards of the department while also providing feedback and coaching as needed to attain excellent customer service.
    • Conduct regular reviews of completed service orders to verify accuracy and customer satisfaction.
  • Customer Communication:
    • Maintain open lines of communication with customers, providing updates on service appointments, technician arrival time, and any changes to scheduling.
    • Address customer inquiries and concerns promptly and professionally.
  • Team Collaboration:
    • Provide support to service team when needed on effective use of software (Service Titan). Collaborate with other departments (sales, maintenance) to ensure seamless coordination of service.
    • Foster a positive and collaborative work environment.
  • Perform additional tasks as required.

Qualifications:

  • High School diploma or equivalent
  • Associate degree in business related field preferred
  • 3+ years of HVAC dispatch experience
  • Proven knowledge of the HVAC industry best practices and procedures
  • Hands-on experience using Service Titan or similar service management software
  • Service Titan software experience preferred
  • Requires proficiency in reading, writing, and communicating in English

Key Competencies:

  • Strong organizational skills
  • Ability to multi-task
  • Excellent communication an interpersonal ability
  • Problem solving skills
  • Knowledge of continuous improvement practices
  • Capable of leading, motivating, and guiding a team

Company Overview:

HomeWorks Energy is a trusted Mass Save partner, helping Massachusetts neighbors all over the state save energy and money at home. Our certified home energy experts have performed more than 200,000 Home Energy Assessments and we’re proud to be the largest Home Performance Contractor in Massachusetts, leading the region in energy efficiency. Be a part of a growing organization that is passionate about working together to save energy and reduce costs.

Equal Opportunity Employer:

At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.