HVAC Dispatcher

Responsibilities The HVAC Service Dispatcher must maintain the Service Technicians daily and on-call schedules, dispatch technicians as service calls are completed, schedule return trips with customers when required parts are received, and maintain a customer database with current information Clear and concise communication with department managers, employees, and customers, including keeping customers apprised as to the company schedule and requested lead-times, is imperative Take incoming customer callsSchedule and coordinate all service calls as they are receivedCreate a dispatch ticket for all service callsDispatch Service Technicians, one call at a time Dispatch Service Technicians from home to first callDebrief Service Technicians after completion of each call Respond to all messages/emails left overnight Maintain the dispatch board/scheduleForecast workload for 2 3 days out Contact customers with a Parts Pending status as parts are received for schedulingFollow up on all pending and recommended work with customers utilizing the pending work log Maintain the maintenance agreements, including scheduling, staging materials, database information, customer hard files, and renewals Help Service Manager with marketing issues as directedOrder parts for special orders Forward list of parts used by technicians to the warehouse for truck restock Update customer files as information is received from installation(Extended warranties, equipment info, new customers, Birthday tickler file, etc.) Type service contract proposals for new customersMaintain an on-call schedule, to include 1st on-call and standby technicianFile service orders Prepare paperwork for all manufacture warranty partsFacilitate the return of warranty parts Update service database from the service ticketMaintain service invoice logCompare service timecards and work orders to the service schedule Compare time cards to GPS ReportCheck service time cards for accuracy Pull checks and charge slips and compare to invoices Calculate reporting information and enter it into a databaseOther duties as assigned Qualifications Advanced customer service skills Ability to multi-taskOrganizedGeographical knowledge of service area or map reading skillsKnowledge of the HVAC industry is required Computer skillsHigh school diploma or general education degree (GED) Two years of HVAC related experience and/or training or equivalent combination of education and experience in customer service, dispatching, or project management