Service Dispatcher - Houston, United States - Air-Ton Heating & AC

Description

About us

We are professional, agile, and our goal is to It is our goal at Air-Ton Heating & AC to outperform the competition in the areas of employment, service and safety.

Pursuant to this goal, we strive to provide high quality products and services to our clients and customers. The work and attitude of our employees is important to the success of our Company.


Our work environment includes:

• Modern office setting
• Food provided at times
• Modern office setting
• Growth opportunities

Work Hours:

7:30am to 4:30pm, Monday through Friday, some overtime


Pay Scale:

an hr with SPIFFS


Position Summary:

Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times


Required Qualifications:

• Advanced customer service skills.
• Ability to multitask
• Organized
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended but not required
• Computer skills
• High school diploma or general education degree (GED)
• Five years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience

Desired Qualifications:

• Working knowledge of HVAC industry
• 3+ years HVAC Dispatcher experience
• 5+ years Dispatching experience
• Service Titan experience a plus
• Advanced level knowledge of software technologies, such as iOS, Android and Windows OS.

Essential Functions and Responsibilities:

• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch tickets for service calls.
• Dispatch Service Technicians, one call at a time.
• Dispatch Service Technicians from home to first call.
• Debrief Service Technicians after completion of each call.
• Respond to all messages left overnight.
• Maintain the dispatch board / schedule.
• Forecast workload for 3 days out
• Contact customers with a "Parts Pending" status as parts are received for scheduling.
• Follow up on all pending and recommended work with customer utilizing the pending work log.
• Order parts for special orders.
• 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 customers
• Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
• Help Service Manager with marketing issues as directed.
• Maintain on call schedule, to include 1st on call and standby technician
• Happy calls / customer surveys.
• Other duties as assigned

Success Factors / Job Competencies:

• Customer Service ability to service both internal and external clients with a high degree of satisfaction
• Commitment to company values

• Organization

• Ability to keep multiple schedules and projects organized and on schedule

• Communication

• Excellent interpersonal communication skills

Physical demands and work environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may enable individuals with disabilities to perform the essential functions.


Performance Standards:

Certain key business indicators that will measure the effectiveness of this job description


These include the following:

• 8/10 ratios per technician.
• Degree to which unproductive labor or lost time is minimized
• Number of customer complaints due to scheduling.
• Number of return trips/call backs due to scheduling inefficiencies.
• Accuracy of customer Maintenance Agreement files.
• Follow up on pending or recommended work.
• Travel time goal = 1⁄4 hour

Pay:
$ $20.29 per hour


Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Language:

• English (required)

Shift availability:

• Day Shift (preferred)

Ability to Commute:

• Houston, TX preferred)

Work Location:
In person