*POSITION SUMMARY*
The HVAC Dispatcher at Roger's Heating & Cooling is responsible for efficiently scheduling and coordinating service calls, ensuring timely dispatch of technicians, equipment, or service vehicles based on customer needs and predetermined schedules.
This role prioritizes multiple tasks, handles customer inquiries, maintains records of service calls, and collaborates closely with technicians to ensure smooth operations.
Strong organizational, multitasking, and communication skills are essential, with a focus on maintaining high levels of customer satisfaction.
*OBJECTIVES*
* *Service Coordination:*
Schedule and dispatch technicians, equipment, or service vehicles to appropriate locations according to predetermined schedules, customer requests, or immediate needs.
* *Customer Service:*
Handle incoming calls from customers to schedule service appointments, address inquiries, and manage any concerns.
* *Route Optimization:*
Determine the best routes for technicians to ensure timely service.
* *Record Keeping:*
Maintain records of service calls, technician routes, and relevant customer information.
* *Communication:*
Relay essential information to technicians, such as customer location, nature of the issue, and any special requirements.
* *Prioritization:*
Handle multiple calls and tasks, prioritizing them based on urgency and importance.
* *Team Collaboration:*
Work closely with technicians and other staff members to ensure smooth operations.
* *Feedback:*
Relay customer feedback or concerns to management and suggest potential improvements.
*COMPETENCIES*
* Ability to exercise a high degree of good judgment and independence while evaluating situations and the ability to make split-second decisions
* Exceptional communication skills: You will be listening and speaking to people by phone, sometimes in some state of distress.
Your ability to listen, speak plainly and communicate effectively will be necessary
* Ability to multitask: Dispatchers often are moving a lot of people around at the same time, tracking their movements and keeping tabs on what they need
* Problem-solving skills: You will need to be able to prioritize the most important situations, and think quickly on your feet
* High attention to detail
* Strong time management skills
*EDUCATION AND EXPERIENCE*
* High School Diploma or GED Required
* Bachelor’s Degree Preferred
* Minimum 2 years of customer service or dispatching experience required
* Experience in HVAC, plumbing, electrical or other home services highly preferred
* Experience using ServiceTitan, Service Fusion, Service Autopilot, or Field Edge highly preferred
*PHYSICAL REQUIREMENTS*
* Ability to spend prolonged periods of time standing, sitting, or walking
* Must be able to lift at least 25lbs
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements
*COMMITMENT TO DIVERSITY*
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Roger's Heating & Cooling recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business.
We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.
Job Type: Full-time
Pay: $35,000.
00 - $45,000.
00 per year
Benefits:
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* Monday to Friday
Application Question(s):
* Are you able to work onsite in South Boston, VA?
Experience:
* Customer service: 3 years (Preferred)
* Dispatching: 1 year (Required)
Work Location: In person
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