HVAC & Plumbing Service Dispatcher

HVAC & Plumbing Service Dispatcher

Key Qualifications & Ideal Candidate Traits:

We're looking for someone who thrives in a fast-paced, dynamic environment. The ideal candidate will be highly adaptable, capable of managing fluctuating duties, staying organized, and maintaining efficiency under pressure. They should embrace change, eagerly engage with new processes, and demonstrate patience and flexibility as they learn. A proactive attitude toward process improvements and a commitment to staying engaged with the evolving business landscape is essential.

Cultural fit is just as important as skills. As a young, dynamic company, we are guided by our core values: Committed, Collaborative, Knowledgeable, Family-First, and Fun. The ideal candidate will embody these values in both their work and interactions, contributing not only to the company's success but also to a positive, team-oriented atmosphere.

In this role, you'll support the growth of the Service Department and Plumbing Division, contributing to process improvements with clear communication, organization, and efficiency. Success in this position relies on being proactive, communicative, and adaptable.

Position Summary:

The HVAC & Plumbing Service Dispatcher plays a critical role in delivering exceptional customer service to both existing and potential customers. You'll manage service and repair requests, coordinate service calls, and ensure customer satisfaction through efficient scheduling, timely follow-ups, and clear communication. Your work will support high customer retention rates and contribute to the overall success of the Service Department.

Job Responsibilities:

• Schedule and coordinate all incoming service calls via phone or email.
• Create and manage dispatch tickets for service calls.
• Dispatch Service Technicians based on skill set and location.
• Review technician notes post-job to ensure accuracy and service ticket completion.
• Respond to customer inquiries, including those left overnight.
• Maintain and update the dispatch board to ensure optimal technician coverage.
• Forecast service workload 2-3 days in advance for proper resource allocation.
• Issue and update purchase orders as needed.
• Follow up with customers on pending or recommended work using the pending work log.
• Manage maintenance agreements (billing, scheduling, staging, updates, renewals).
• Verify technician check-ins and check-outs to ensure timely and accurate service.
• Update customer files with new information (e.g., warranties, equipment details, technician requests).
• Facilitate the return process for manufacturer warranty parts.
• Perform other duties as assigned.

Required Qualifications:

• High school diploma or GED.
• Minimum 1 year of customer service and dispatch experience.
• Strong communication and interpersonal skills, with excellent phone etiquette.
• Proficient in computer usage and related technologies.
• Problem-solving skills and the ability to adapt to changing circumstances.
• Self-motivated, with a strong work ethic and the ability to follow through on commitments.
• Energetic and customer-focused.

Desired Qualifications:

• Experience in the HVAC & Plumbing industry.
• Familiarity with Microsoft Office and ServiceTitan (preferred).
• Team-oriented, with the ability to collaborate effectively across departments.
• Calm under pressure, with the ability to prioritize and make swift decisions.

Physical Demands:

• Prolonged periods of sitting and typing at a desk.
• Occasional lifting, twisting, and carrying of small components (less than 10 lbs.).

Work Environment:

• Fast-paced office environment with a constantly evolving workday and schedule.

Required to complete with application:

We'd love to get to know you better As part of our hiring process, we ask all candidates to complete a short personality test to help us better understand your strengths and fit for the role.

• Please click the link below to take the test. It will only take a few minutes to complete.
  
  https://assessment.predictiveindex.com/bo/BCDM/Service-Dispatcher-Assessment

We look forward to hearing from you

---