What are the responsibilities and job description for the Customer Service Rep/Dispatcher position at National HVAC Arkansas - Little Rock?
A Commercial HVAC Service Coordinator plays a critical role in managing and organizing the daily operations of HVAC (Heating, Ventilation, and Air Conditioning) services for commercial clients. This role involves scheduling, coordinating, and dispatching HVAC technicians to various job sites, ensuring smooth service delivery, and maintaining high levels of customer satisfaction.
The Commercial HVAC Dispatcher is responsible for coordinating and scheduling the service calls, maintenance, and repair work for HVAC technicians servicing commercial clients. This role requires excellent organizational, communication, and customer service skills to ensure timely and efficient service operations. The Dispatcher will work closely with HVAC technicians, clients, and the service management team to ensure all work is completed on time and in compliance with company standards.
Key Responsibilities:
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Scheduling and Dispatching:
- Coordinate and schedule HVAC service calls, installations, and maintenance based on technician availability, customer priority, and job urgency.
- Dispatch HVAC technicians to job sites in a timely and efficient manner.
- Customer Communication:
- Communicate with clients to confirm service appointments, provide updates, and address any concerns or inquiries.
- Serve as the point of contact for commercial clients during the scheduling and service process, ensuring excellent customer service.
- Job Tracking and Documentation:
- Maintain detailed records of all service requests, technician assignments, and completed work.
- Ensure accurate logging of job details, including materials used, time spent, and service completion.
- Coordination with Technicians:
- Communicate with HVAC technicians regarding job status, equipment needs, or any special customer requirements.
- Monitor technician progress and adjust schedules as needed to maximize efficiency.
- Problem Solving and Issue Resolution:
- Resolve any scheduling conflicts or service issues promptly, ensuring customer satisfaction.
- Handle emergency dispatches and priority requests effectively.
- Data Entry and Reporting:
- Input and update job status, customer information, and technician schedules in the company’s management software.
- Provide reports on technician productivity, service completion, and any delays or issues.
Education and Experience:- High school diploma or equivalent. Some college coursework in business or a related field is preferred.
- Prior experience in dispatching, customer service, or HVAC-related fields is highly preferred.
- Skills and Abilities:
- Strong organizational and multitasking abilities.
- Excellent verbal and written communication skills.
- Excellent people skills – Team Player attitude
- Ability to handle high-pressure situations and resolve conflicts quickly.
- Familiarity with HVAC systems and services is beneficial but not required.
- Proficiency in using scheduling software and basic office software (Microsoft Office, Excel, Teams, Microsoft Suite).
- Time management efficiency
- Minimum 50 word per minute typing skills
- Physical Requirements:
- Ability to work in a fast-paced office environment.
- May require sitting for extended periods, using a computer and telephone.
Working Conditions:
- Full-time position with regular business hours, but flexibility to respond to after-hours emergencies or urgent client needs may be required.
- Work is primarily office-based.
This role is essential in ensuring that HVAC services are provided efficiently and to the highest standards for commercial clients, contributing to overall customer satisfaction and operational success.