What are the responsibilities and job description for the Service Dispatcher position at McCall's Air Conditioning and Heating?
About McCall’s AC & Heating
At McCall’s, we set the gold standard in customer service by delivering reliable, high-quality HVAC solutions. Our commitment to integrity, expertise, and customer satisfaction drives our team. We are looking for a Service Dispatcher to play a key role in coordinating our service operations and ensuring a seamless customer experience. This is a salaried position that offers uncapped commissions as well.
Role Overview
The Service Dispatcher serves as the central coordinator for our field service team, ensuring that all service requests are efficiently assigned to the right technician. This role requires strong communication, organizational skills, and problem-solving abilities to balance customer expectations, technician availability, and job urgency.
An effective dispatcher optimizes technician schedules, minimizes delays, and enhances customer satisfaction through timely updates and professional service coordination. You’ll work closely with technicians, managers, and customers while utilizing House Call Pro (HCP) ( our Customer Operations Software) to track and manage jobs.
Key Responsibilities Customer Interaction & Scheduling
- Answer incoming customer calls within two rings , providing professional service and accurate information.
- Schedule service appointments, verifying service needs and confirming job details.
- Conduct "Happy Calls" to follow up with customers post-service, ensuring satisfaction and offering maintenance plans.
Technician Dispatch & Job Management
Data & System Management
Communication & Customer Engagement