Role Overview
The HVAC Dispatcher plays a critical role in the success of our operations team, ensuring efficient scheduling, effective communication, and high-quality service delivery to our valued customers.
Key Responsibilities
• Scheduling & Coordination:
• Efficiently schedule and dispatch HVAC technicians based on priority, skill set required, and geographic location.
• Adjust schedules as needed to accommodate emergency calls or unexpected issues.
• Customer & Technician Communication:
• Provide clear updates on service times, technician arrival windows, and any schedule changes to customers.
• Communicate job details, special instructions, and updates to technicians promptly and accurately.
• Data Management & Documentation:
• Maintain accurate records of service calls, technician assignments, job completion statuses, and customer communications.
• Update and manage information in the company's dispatching software, CRM, or ERP systems to ensure all stakeholders have access to the latest data.
• Quality & Efficiency:
• Monitor technician performance to ensure efficient routing, timely response, and adherence to appointment windows.
• Identify and suggest improvements to scheduling processes to increase efficiency and customer satisfaction.
• Problem-Solving & Support:
• Anticipate and address potential conflicts in scheduling, equipment availability, and other logistical challenges.
• Collaborate with the service and operations team to develop solutions that optimize technician utilization and maintain excellent customer service.
Requirements
• 3 – 5 years' experience in dispatch, scheduling, or a related customer service/logistics role; experience in the HVAC or a similar service industry is highly preferred.
• Excellent communication skills, both verbal and written, with a customer-focused approach.
• Strong organizational and multitasking abilities, with attention to detail and accuracy.
• Proficiency in using dispatch, scheduling, or CRM software, as well as Microsoft Office applications.
• Ability to remain calm under pressure and adapt to changing priorities.
• A proactive mindset and a willingness to learn about HVAC services and terminology.
Compensation
We offer a competitive salary range of $60,000 - $80,000 per year, commensurate with experience, plus comprehensive benefits, including health, dental, and vision insurance.
