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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 ensuring efficient operations within the heating and cooling service department. This position is responsible for coordinating service technicians' schedules, optimizing routes, and maintaining high levels of customer satisfaction.

DUTIES AND RESPONSIBILITIES:

  • Assign service technicians to a predetermined daily itinerary.
  • Optimize technician routes based on geographical areas to minimize travel time and enhance productivity.
  • Proactively make outbound calls to ensure technicians are fully booked each day.
  • Immediately schedule requested services from installation clients and prioritize retail service calls for swift response.
  • Review and reschedule any outstanding service requests from the previous day.
  • Evaluate technician availability to ensure adequate coverage for the day's workload.
  • Maintain awareness of each technician's schedule to guarantee a full day of assignments.
  • Assess and distribute the TJ List to the appropriate dispatcher, ensuring timely follow-up on after-hours service calls.
  • Confirm all service appointments for the following day as necessary.
  • Manage seasonal maintenance contracts and track service completion for both residential and commercial clients.
  • Collaborate with team members to uphold a clean and organized office environment.
  • Provide relief for switchboard operations as required.
  • Oversee records management by monitoring and validating data entries in the Desco system, ensuring all paperwork is filed and maintained accurately.
  • Utilize home warranty portals to keep customer information current.
  • Conduct follow-ups with clients to assess job satisfaction.
  • Assist management with written communications to clients as needed.
  • Ensure the accurate and timely completion of all documentation.
  • Organize field tickets and receipts for efficient processing.
  • Deliver exceptional customer service and maintain clear communication with colleagues and clients.
  • Welcome visitors in a professional manner.
  • Minimize call transfers by addressing customer inquiries directly when possible.
  • Resolve customer complaints to ensure satisfaction.
  • Ensure all customer needs are met, responding promptly to missed calls and voicemails.
  • Engage with Accounts Receivable for collection activities, 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 required.
  • Maintain accurate and concise communication with management regarding significant events affecting the business.
  • Perform additional office duties as assigned by the Office Manager.

QUALIFICATIONS:

  • Completion of a one-year certificate program from a college or technical school, with six months to one year of relevant experience, or an equivalent combination of education and experience.
  • Proficient in numerical calculations and financial assessments.
  • Experience with billing software, Microsoft Office Suite, and Intuit QuickBooks.
  • Exceptional attention to detail.
  • Strong organizational capabilities.
  • Commitment to high standards and excellence.
  • Outstanding written and verbal communication skills.
  • Able to comprehend and follow both written and verbal instructions.
  • Adaptability and willingness to work with changing priorities enthusiastically.