Key Responsibilities :
- Scheduling and Dispatching Technicians :
Assign service calls to HVAC technicians based on their availability, skills, and geographic location.
Monitor technicians’ progress and adjust schedules as necessary to address urgent or emergency calls.Prioritize service requests based on urgency, customer needs, and equipment downtime.Customer Communication :Answer customer inquiries via phone, email, or online portal.
Provide quotes, updates on technician arrival times, and general information about HVAC services.Ensure customers are informed about any changes in their scheduled appointments, delays, or cancellations.Coordination and Troubleshooting :Coordinate with service managers, field technicians, and customers to resolve service issues and ensure smooth operations.
Help troubleshoot basic HVAC system issues or direct customers to appropriate resources.Resolve scheduling conflicts and ensure adequate coverage for emergencies.Record Keeping and Documentation :Maintain detailed records of service calls, appointments, and technician performance.
Update and track service job statuses in the company’s scheduling or dispatch software.Ensure proper invoicing and paperwork is completed, including work orders, parts used, and service reports.Inventory and Equipment Management :Ensure technicians have the tools and parts needed to perform their tasks efficiently.
Communicate with parts suppliers or warehouse staff to restock necessary items.Track inventory levels and request additional supplies as needed.Customer Service :Provide excellent customer service by addressing concerns, handling complaints, and ensuring customer satisfaction.
Ensure that technicians arrive on time and complete jobs efficiently and professionally.Follow up with customers to verify service satisfaction and identify opportunities for future business.Administrative Support :Assist with billing and invoicing processes, ensuring accurate charges and customer accounts.
Work closely with sales teams to relay customer feedback and new business opportunities.Handle general office duties such as answering phones, maintaining calendars, and sending out reminders.Skills and Qualifications :
Communication Skills : Ability to communicate effectively with customers, technicians, and internal teams.Problem-Solving : Capable of quickly identifying issues and resolving scheduling conflicts or service challenges.Organization : Strong organizational skills to manage multiple tasks and prioritize effectively.Customer Service : Experience in handling customer inquiries, complaints, and service requests in a professional and efficient manner.Basic HVAC Knowledge (Preferred) : Familiarity with HVAC systems, terminology, and service processes can be an asset but is not always required.Technological Proficiency : Experience with scheduling software, CRM systems, and basic office tools like MS Office.Attention to Detail : Ability to track and document service calls and technician performance accurately.Time Management : Strong ability to manage time and adjust schedules to meet customer needs and company requirements.Education and Experience :
High School Diploma or equivalent is typically required.Previous experience in dispatching, customer service, or HVAC-related roles is highly beneficial.Certification or training in HVAC, logistics, or dispatching can be an added advantage.Work Environment :
HVAC dispatchers typically work in an office environment, but they may need to be available after hours or during emergencies to handle urgent service requests.This role may involve some flexibility in hours, including evenings, weekends, and on-call shifts, depending on the company's operating hours.Key Performance Indicators (KPIs) :
Technician response time to customer callsCustomer satisfaction and feedbackAccuracy in job scheduling and technician dispatchEfficiency in resolving scheduling conflictsInventory management and parts availabilityThe role of an HVAC Dispatcher is pivotal in keeping operations efficient, ensuring timely customer service, and supporting technicians in the field. This position requires strong organizational skills, customer service orientation, and an ability to work well under pressure.
