What are the responsibilities and job description for the HVAC Service Coordinator position at CastleWorks Water Heaters?
**About the Role**
CastleWorks Water Heaters is seeking a skilled HVAC Dispatcher to join our team. As an HVAC Dispatcher, you will play a crucial role in delivering exceptional customer experiences to homeowners while following company expectations.
The ideal candidate will have excellent interpersonal and phone etiquette skills, with the ability to interact with all types of customers. Strong customer service attitude and the ability to work as part of a team are essential for this position.
Key Responsibilities:
- Provide customer service through the telephone by taking incoming calls, responding to inquiries, troubleshooting problems and providing information.
- Prioritize service requests to serve the most urgent needs, and technician locations.
- Utilize Service Titan, add and update customer information.
- Ensure that service crews are well informed and ready to go.
- Dispatch technicians based on emergency and non-emergency calls and document important information.
- Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
- Direct crews by making contact through the phone and other field units to the appropriate sites.
- Supervise the route and status of field units to prioritize their daily schedule.
- Operate and manage a multi-line telephone console system.
- Respond to queries related to products and deliveries.
- Maintain and update call logs, call records and other important documentation.
Requirements:
- Must be able to speak on the phone during the entire work shift.
- Preferred a minimum of two years office/customer service experience (dispatch experience is preferred).
- Sales experience a plus.
- Excellent interpersonal and phone etiquette skills with the ability to interact with all types of customers.
- Strong customer service attitude.
- Able to plan and schedule work proactively.
- Able to 'think on your feet' to provide customers with needed information for their specific installation or repair.
- Ability to work as part of a team.
- Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling/dispatch software.
- Ability to work evenings, weekends, and some holidays.
