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HVAC Service Coordinator

2 months ago


Sanford, North Carolina, United States Comfort First Heating & Cooling Full time
Job Overview

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.