Dispatch Coordinator - Belton, TX

General Job Description:

The Dispatch Coordinator will serve as the central communication point for clients, technicians, and team members by managing various communication channels such as phone, email, and messaging systems. Schedule HVAC service appointments and assign them to technicians based on client needs, technician expertise, and geographic locations to ensure optimal resource allocation. Allocate resources efficiently to meet service demands and minimize downtime by monitoring technician availability, service vehicle status, and equipment readiness.

Main Job Responsibilities:  

·       Serve as the central communication point for clients, technicians, and team members, managing various communication channels such as phone, email, and messaging systems. Properly document and maintain customer files in database for compliance and reporting purposes.

·       Schedule HVAC service appointments and assign them to technicians based on client needs, technician expertise, and geographic locations to ensure optimal resource allocation.

·       Monitor technician availability, service vehicle status, and equipment readiness. Allocate resources efficiently to meet service demands and minimize downtime.

·       Maintain on-call schedule to include 1^st on-call and standby technician.

·       Respond rapidly to client emergency calls, assess the urgency of HVAC issues, and dispatch technicians to resolve emergencies promptly.

·       Handle unexpected challenges, such as service delays, equipment issues, or technician availability, and make quick decisions to optimize service delivery.

·       Provide exceptional customer service by confirming appointments, offering updates on technician arrival times, and addressing client inquiries or concerns professionally and courteously.

·       Monitor technician certifications and safety standards compliance to ensure that HVAC technicians adhere to safety protocols and comply with industry regulations.

·       Check service timecards for accuracy and compare service timecards and work orders to the service schedule. Compare timecards to GPS Report

·       Maintain the dispatch board/schedule. Dispatch Service Technicians from home to first call, one call at a time. Create dispatch tickets for all service calls and update the service database from the service ticket.

·       Debrief Service Technicians after completion of each call.

·       Forecast workload for 2 – 3 days out. Follow up on all pending and recommended work with customer utilizing the pending work.

·       Contact customers with a “Parts Pending” status as parts are received for scheduling. Happy calls/customer surveys.

·       Maintain service invoice log. Forward checks and payments to accounting.

·       Maintain accurate and organized records of all service requests, appointments, and technician activities.

·       Any other duties that may be assigned by the office manager, service manager, and operations manager.

Knowledge, Skills, and Abilities Required:  

·       Proven experience in dispatching or a related role, preferably in the HVAC or service industry.

·       Excellent communication skills and the ability to remain calm and professional under pressure.

·       Strong organizational skills with the capability to multitask and prioritize effectively.

·       Familiarity with HVAC terminology, equipment, and service procedures is a plus.

·       Proficiency in computer systems and dispatching software.

·       Exceptional problem-solving and decision-making skills.

·       Commitment to safety, compliance, and customer satisfaction.

·       Flexibility to work in shifts and adapt to changing schedules.