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HVAC Service Coordinator
2 months ago
POSITION SUMMARY: The HVAC Dispatcher plays a crucial role in managing the daily operations of service calls and technician schedules, ensuring optimal efficiency and customer satisfaction.
KEY RESPONSIBILITIES:
- Coordinate the daily dispatch of service technicians, optimizing their routes based on geographic areas to minimize travel time and enhance productivity.
- Make proactive outbound calls to fill technician schedules and expedite service requests from installation clients.
- Review and adjust the previous day's service calls, rescheduling as necessary to maintain service continuity.
- Monitor technician availability and ensure that all team members have a full schedule each day.
- Evaluate and distribute the TJ List to the appropriate dispatcher, ensuring timely follow-up on after-hours service calls.
- Confirm service appointments for the following day as required.
- Manage seasonal maintenance contracts, tracking completed services for both residential and commercial clients.
- Collaborate with the team to uphold the cleanliness and organization of the office environment.
- Provide support at the switchboard as needed.
- Oversee records management, ensuring accuracy in the Desco system and maintaining associated paperwork.
- Utilize home warranty portals to keep customer information current.
- Conduct follow-ups with clients to gauge satisfaction with services rendered.
- Assist management with customer correspondence as required.
- Ensure timely and accurate completion of all paperwork.
- Organize field tickets and receipts for efficient processing.
- Deliver exceptional customer service and maintain effective communication with colleagues and clients.
- Welcome visitors in a professional manner.
- Reduce call transfers by addressing customer inquiries directly when possible.
- Resolve customer complaints to ensure satisfaction.
- Ensure all client needs are met, responding promptly to missed calls and voicemails.
- Manage accounts receivable for collection purposes, including service fees and non-coverage charges.
- Execute daily tasks in accordance with established procedures as directed by management.
- Provide regular reporting to management as needed.
- Maintain clear and accurate communication with management regarding significant events and updates.
- Perform additional office duties as assigned by the Office Manager.
QUALIFICATIONS:
- Completion of a one-year certificate from a college or technical school, or six months to one year of relevant experience, or a combination of education and experience.
- Ability to perform calculations accurately.
- Proficiency in billing software, Microsoft Office Suite, and Intuit QuickBooks.
- Strong attention to detail and organizational skills.
- Commitment to high standards of excellence.
- Exceptional written and verbal communication abilities.
- Capability to follow both written and verbal instructions effectively.
- Flexibility and adaptability to changing priorities with a positive attitude.