What are the responsibilities and job description for the HVAC Service Dispatcher position at Infinity Contracting Services Corp?
Title: HVAC Service Dispatcher
Job Summary
Infinity Contracting Services, Corp. is actively seeking a highly motivated HVAC Service Dispatcher to join our team in College Point, NY.
The HVAC Service Dispatcher must maintain the Service Technicians’ daily and on-call schedules, dispatch technicians as service calls are completed, schedule return trips with customers when required parts are received, and maintain a customer database with current information. Clear and concise communication with department managers, employees, and customers, including keeping customers apprised as to the company schedule and requested lead-times, is imperative.
Responsibilities and Duties
- Take incoming customer calls.
- Schedule and coordinate all service calls as they are received.
- Create a dispatch ticket for all service calls.
- Dispatch Service Technicians, one call at a time.
- Dispatch Service Technicians from home to first call.
- Debrief Service Technicians after completion of each call.
- Respond to all messages/emails left overnight.
- Maintain the dispatch board/schedule.
- Forecast workload for 2 – 3 days out
- Contact customers with a “Parts Pending” status as parts are received for scheduling.
- Follow up on all pending and recommended work with customers utilizing the pending work log.
- Maintain the maintenance agreements, including scheduling, staging materials, database information, customer hard files, and renewals.
- Help Service Manager with marketing issues as directed.
- Order parts for special orders.
- Forward list of parts used by technicians to the warehouse for truck restock.
- Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
- Type service contract proposals for new customers
- Maintain an on-call schedule, to include 1st on-call and standby technician
- Maintain customer history files in a database
- File service orders
- Prepare paperwork for all manufacture warranty parts
- Facilitate the return of warranty parts
- Update service database from the service ticket
- Maintain service invoice log
- Compare service timecards and work orders to the service schedule.
- Compare time cards to GPS Report
- Check service time cards for accuracy
- Pull checks and charge slips and compare to invoices.
- Happy calls/customer surveys.
- Calculate reporting information and enter it into a database.
- Other duties as assigned
Qualifications and Skills
- Advanced customer service skills.
- Ability to multi-task
- Organized
- Geographical knowledge of service area or map reading skills
- Knowledge of the HVAC industry is required
- Computer skills
- High school diploma or general education degree (GED)
- Two years of HVAC related experience and/or training or equivalent combination of education and experience in customer service, dispatching, or project management
