What are the responsibilities and job description for the HVAC SERVICE DISPATCHER position at Omega Heating And Air Inc?
* PRIOR RETAIL SERVICE DISPATCH EXPERIENCE IS REQUIRED*
JOB SUMMARY
- Manage customer service calls
- Schedule service appointments
- Track technician progress in the field
- Act as the primary point of contact for customers regarding their HVAC service requests.
DETAILED RESPONSIBILITIES
Customer Service: Answer incoming calls from customers, accurately record details about their HVAC issues, and schedule service appointments based on urgency and technician availability.
Dispatching Technicians: Assign service calls to appropriate technicians considering location, skill set, and current workload, utilizing dispatching software to optimize routes.
Communication: Keep customers updated on technician arrival times, potential delays, and job progress through phone calls and email.
Problem-Solving: Address customer concerns, troubleshoot scheduling conflicts, and escalate issues to management when necessary.
Data Management: Maintain accurate customer information, service call details, and technician schedules within the company database.
Logistics Support: Coordinate with technicians regarding parts needed, special instructions, and any changes to service calls.
Performance Monitoring: Track technician productivity and identify areas for improvement
REQUIRED SKILLS
- Excellent communication and interpersonal skills to effectively interact with customers, technicians and office staff
- Strong organizational skills to manage multiple schedules and prioritize tasks effectively
- Ability to work under pressure and make quick decisions in a fast-paced environment
- Proficiency with dispatching software and computer systems
- Entry-level knowledge of HVAC systems and common service procedures
- Attention to detail to ensure accurate information is recorded and communicated
WORK ENVIRONMENT
- Office-based only, working at a sit/stand desk with phone system and computer workstation
- 830am to 530pm Monday - Fridays
- Half-day Saturdays required; rotates between office staff
* PRIOR RETAIL SERVICE DISPATCH EXPERIENCE IS REQUIRED*
Salary : $19 - $21