What are the responsibilities and job description for the HVAC Service Dispatcher position at BME Services?
Position Overview
The Service Dispatcher's responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution. Additionally, corresponding with technicians in "real-time" to complete close out process to help maintain the quality of services to our customers.
Essential Job Functions
The Service Dispatcher's responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution. Additionally, corresponding with technicians in "real-time" to complete close out process to help maintain the quality of services to our customers.
Essential Job Functions
- Proactively plan, forecast, and dispatch service calls.
- Manages and organizes customer service calls prior to their deployment to the Service Technician.
- Accurately dispatches the required service technician with the correct skill level for the service call minimizing unnecessary costs and building customer confidence.
- Communicate the status of the service call to the customer while it is in progress and follow up with the customer after the service call has been completed.
- Works closely with Branch Manager and Service Technicians to provide administrative tracking support
- Assists with managing the customer maintenance contracts and organizing Service Technicians' workflow to accommodate for these contract needs.
- Communicate effectively with both the internal and external customers to guarantee prompt and responsive service for their immediate and long-term needs.
- Continually review current processes, services and make recommendations/proposals to improve and strengthen customer experience.
- Works cohesively with Branch Manager, Service Technicians, Account Managers and Business Development Managers to support and promote multiple business solutions for both short- and long-term growth opportunities.
- A minimum of two (2) years of relevant work experience in HVAC, Electrical, or Plumbing service industry.
- Demonstrated work history showing increased responsibility and professional growth.
- Proven track record in customer service.
- IT competent: proficient with Microsoft Office Suite and familiar with multi-line phone systems.
- Highly organized with exceptional follow-through abilities.
- Strong verbal and written communications.
- Team player: ability to build trust, diffuse conflict and hold others accountable.
- Punctual, dependable and possess a positive attitude.
- Competitive, results-driven individual. Contributor who also loves to win as a team.
- Highly motivated, flexible, and great attitude.
