Dispatcher

We are looking to hire a detailed-oriented and organized dispatcher for our busy office.

Job Summary: The HVAC Service Dispatcher will be responsible for overseeing daily dispatching of technicians and managing the dispatch board. The ideal candidate will be detail-oriented, organized, and comfortable managing a fast-paced environment while ensuring high levels of customer satisfaction. This role requires proficiency in Sage Field Operations and a proactive approach to scheduling and dispatching.

Reports to: Service Coordinator

Key Responsibilities:

- Work in a fast-paced environment and dynamic team environment. Collaborative environment with the team and work closely with the Plumbing dispatcher. Arrive on time to be able to answer questions, re-direct tech in case of emergency and be a point of contact for Tech’s that call-in that day.

- Strongly encourage techs to get going to their first calls.

- Know your Tech’s capabilities.

- Manage Dispatch Board: Oversee the weekly and daily dispatch board, ensuring technicians are efficiently scheduled and dispatched for service calls.

- Tier 2 Support: Serve as the second-level point of contact for customers, answering calls and addressing more complex service inquiries or issues that require escalation beyond Tier 1.

- Dispatch Technicians and Plumbers: Dispatch HVAC technicians and Plumbers to daily service calls, ensuring they have the proper information, parts, and resources to complete jobs.

- Coordination between Dispatchers: Collaboration between Plumbing and HVAC, to ensure a seamless operation and that all technician assignments are made efficiently.

- Job Tracking and Updates: Maintain real-time job tracking within Sage Field Operations, ensuring service calls are updated and technicians' statuses are reflected accurately. Issuing PO’s as needed to techs for on demand calls.

- Customer Communication: Effectively communicate with customers to confirm appointments, provide updates, and resolve any scheduling or service-related issues.

- Monitor Technician Schedules: Ensure that technician schedules are optimized to meet customer demand while minimizing downtime and maximizing service efficiency.

- Addressing Conflicts and Delays: Proactively handle any scheduling conflicts, delays, or other issues to ensure minimal disruption to service and customer satisfaction.

- Daily Operations Support: Provide administrative and operational support to technicians and the service team as needed.

Qualifications:

- High school diploma or equivalent required; HVAC/Plumbing-related certification or experience is a plus.

- Previous experience in dispatching or scheduling within the HVAC or related industry.

- Proficiency in Sage Field Operations or similar field service management software.

- Strong organizational skills and ability to manage multiple tasks simultaneously.

- Excellent communication skills, both verbal and written, with the ability to handle customer inquiries and service issues.

- Ability to work under pressure in a fast-paced environment and manage high volumes of calls and dispatches.

- Strong problem-solving skills to address scheduling conflicts and customer concerns effectively.

Preferred Skills/Experience:

- Previous HVAC or plumbing industry experience.

- Familiarity with HVAC systems and services.

- Bilingual (English/Spanish) is a plus.

Performance Indicators: Certain key business indicators that will measure the effectiveness of the Service Dispatcher. These include the following:

- Ability to run the dispatch board effectively and efficiently.

- Number of customer complaints due to scheduling.

- Number of return trips/callbacks due to scheduling inefficiencies.

- Knowledge of technicians and their abilities.

- Encourages open communication and exhibits sound and accurate judgment.

- Displays willingness to make decisions and adapts to changes in the work environment.

- Follows policies and procedures.

- Works well with others and directs other team members effectively.

We offer a competitive benefits package. Please refer to our main page to see an overview.