What are the responsibilities and job description for the Dispatcher/Customer Service position at Kinty Jones Heating and Cooling?
About Us:
Kinty Jones is a leading provider of heating, ventilation, and air conditioning (HVAC) services, offering top-notch solutions for residential and commercial customers. We pride ourselves on delivering exceptional service, ensuring customer satisfaction, and maintaining a positive work environment for our employees. We are currently seeking a highly organized and customer-focused Service Dispatcher to join our team.
Job Overview:
The Service Dispatcher will be responsible for scheduling, coordinating, and dispatching HVAC technicians to service calls in a timely and efficient manner. This role requires excellent communication skills, high attention to detail, and the ability to multitask effectively. The Service Dispatcher will play a critical role in ensuring the smooth operation of daily service appointments and maintaining customer satisfaction.
Key Responsibilities:
- Schedule and Dispatch Technicians: Efficiently schedule appointments for service calls, ensuring optimal technician routes and availability to meet customer needs.
- Customer Communication: Serve as a key point of contact for customers, answering calls, addressing inquiries, and providing updates on appointment status.
- Job Assignment: Review and assign service calls based on technician skillset, location, and availability.
- Manage Service Requests: Monitor job progress, track completed tasks, and handle any changes to schedules or job details.
- Customer Service: Handle customer complaints or issues with professionalism, providing solutions in a timely manner and escalating when necessary.
- Maintain Records: Accurately input and update customer information, service requests, and technician job details into the system.
- Coordinate with Operations Team: Communicate any scheduling issues, delays, or technician concerns to the operations manager or supervisor.
- Monitor Technician Performance: Ensure technicians arrive on time and are equipped for the job, providing support as needed.
- Handle Emergencies: Prioritize emergency service calls and adjust schedules accordingly.
- Provide Reports: Generate daily, weekly, or monthly reports on job status, technician productivity, and customer feedback.
Requirements:
- High school diploma or equivalent; additional administrative or customer service training is a plus.
- Proven experience in dispatching, customer service, or the HVAC industry is preferred.
- Strong communication skills, both written and verbal.
- Excellent organizational and multitasking abilities.
- Salesforce experience is a plus!
- Ability to remain calm and professional under pressure.
- Strong problem-solving and critical-thinking skills.
- Knowledge of HVAC services and terminology is a plus, but not required.
- Ability to work independently and as part of a team.
- Spanish is a plus!
Benefits:
- Competitive pay based on experience.
- Paid time off and holidays.
- Opportunities for professional development and training.
- Friendly and supportive work environment.
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Expected hours: 40 per week
Benefits:
- Flexible schedule
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $18 - $22