Customer Service/Dispatcher

Service Dispatcher

Service

Experience Based

Non-Exempt

8:00am to 5:00pm, Monday through Friday, some overtime

Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when/if parts are not “in-stock”. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees, and company customers including; keeping customers apprisedas to company schedule and requested lead-times. Provide accounting with maintenance contract billing information. Prepare service invoices and timecards for processing.

Office Manager

Required Qualifications:

• Advanced customer service skills.
• Ability to multi-task
• Organizational skills
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended but not required

• Computer skills
• Proficiency in Microsoft program(s): Word, Excel, PowerPoint
• High school diploma or general education degree (GED)
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience

Desired Qualifications:

• Working Knowledge of HVAC Industry
• 3 years dispatching experience
• Advanced level skills using Microsoft Office products

Daily Duties:

• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create 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 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 customer utilizing the pending work log.
• Maintain Preventative Service Agreements including; billing, scheduling, and staging of 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 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 on call schedule, to include 1ston call and standby technician
• Maintain customer history files in database
• File service orders
• Prepare paperwork for all manufacture warranty parts
• Facilitate return of warranty parts
• Update service database from service ticket
• Maintain service invoice log
• Compare service timecards and work orders to service schedule.
• Compare timecards to GPS Report
• Check service timecards for accuracy
• Pull checks and charge slips and compare to invoices.
• Forward checks and payments to accounting.
• Happy calls / customer surveys.
• Calculate reporting information and enter in Housecall Pro software.
• Other duties as assigned

Success Factors / Job Competencies:

• Customer Service – ability to service both internal and external clients with a high degree of satisfaction
• Organization – Ability to keep multiple schedules and projects organized and on schedule
• Commitment to company values
• Communication – Excellent interpersonal communication skills

Performance Indicators:

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

• 8 for 10 ratios per technician.
• Degree to which unproductive labor or lost time is minimized
• Number of customer complaints due to scheduling.
• Number of return trips/call backs due to scheduling inefficiencies.
• Accuracy of customer history files.
• Filing of service orders.

• Accuracy of customer Maintenance Agreement files.
• Timeliness of billing information to accounting.
• Timeliness of warranty part processing.
• Timeliness of 8/10 reporting, current with-in three days.
• Follow up on pending or recommended work.
• Travel time goal = ¼ hour

Benefits:

• Health insurance
• Dental insurance
• Vision insurance

This Company Describes Its Culture as:

• Detail-oriented -- quality and precision-focused

Schedule:

• Monday to Friday
• 8 hour shift

Job Type: Full-time

Pay: $13.00 - $15.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $13 - $15