- The HVAC Service Dispatcher must maintain the Service Technicians daily and on-call schedules, dispatch technicians as service calls are completed, schedule return trips with customers when required parts are received, and maintain a customer database with current information
- Clear and concise communication with department managers, employees, and customers, including keeping customers apprised as to the company schedule and requested lead-times, is imperative
- Take incoming customer callsSchedule and coordinate all service calls as they are receivedCreate a dispatch ticket for all service callsDispatch Service Technicians, one call at a time
- Dispatch Service Technicians from home to first callDebrief Service Technicians after completion of each call
- Respond to all messages/emails left overnight
- Maintain the dispatch board/scheduleForecast workload for 2 3 days out
- Contact customers with a Parts Pending status as parts are received for schedulingFollow up on all pending and recommended work with customers utilizing the pending work log
- Maintain the maintenance agreements, including scheduling, staging materials, database information, customer hard files, and renewals
- Help Service Manager with marketing issues as directedOrder parts for special orders
- Forward list of parts used by technicians to the warehouse for truck restock
- Update customer files as information is received from installation(Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
- Type service contract proposals for new customersMaintain an on-call schedule, to include 1st on-call and standby technicianFile service orders
- Prepare paperwork for all manufacture warranty partsFacilitate the return of warranty parts
- Update service database from the service ticketMaintain service invoice logCompare service timecards and work orders to the service schedule
- Compare time cards to GPS ReportCheck service time cards for accuracy
- Pull checks and charge slips and compare to invoices
- Calculate reporting information and enter it into a databaseOther duties as assigned
- Advanced customer service skills
- Ability to multi-taskOrganizedGeographical knowledge of service area or map reading skillsKnowledge of the HVAC industry is required
- Computer skillsHigh school diploma or general education degree (GED)
- Two years of HVAC related experience and/or training or equivalent combination of education and experience in customer service, dispatching, or project management
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HVAC Service Dispatcher - Hartford, United States - Bestlogic Staffing
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About us:
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