- Receive service requests from customers via phone, email, or online systems.
- Coordinate with service technicians to schedule appointments and assign work orders based on technician availability, location, and skillset.
- Prioritize service calls based on urgency, customer requirements, and contractual obligations.
- Communicate job details, including location, equipment involved, and customer contact information, to service technicians.
- Monitor technician progress and provide support as needed to ensure timely completion of service calls.
- Serve as the primary point of contact for customers regarding service inquiries, scheduling updates, and status updates.
- Communicate with customers to confirm appointment times, provide estimated arrival windows, and address any concerns or questions.
- Notify customers of any delays or changes to scheduled appointments and work to resolve any issues promptly.
- Maintain professional and courteous communication with customers at all times, ensuring a positive service experience.
- Assist service technicians with technical questions, troubleshooting, and job-related inquiries as needed.
- Coordinate with vendors and suppliers to procure necessary parts and materials for service jobs.
- Maintain accurate records of technician schedules, work orders, and service history using dispatching software or other tools.
- Optimize technician routes and schedules to maximize efficiency and minimize travel time and expenses.
- Generate service tickets, work orders, and invoices accurately and promptly.
- Update customer records and service histories in the company's database or CRM system.
- Assist with billing inquiries, payment processing, and account reconciliation as needed.
- Provide administrative support to the service department, including filing, data entry, and other tasks as assigned.
- High school diploma or equivalent; additional education or training in HVAC systems or related field is preferred.
- Proven experience in a dispatching or scheduling role, preferably in the HVAC or service industry.
- Strong knowledge of commercial HVAC systems, equipment, and terminology.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, technicians, and internal staff.
- Proficiency in computer systems and software applications, including dispatching software, CRM systems, and Microsoft Office suite.
- Exceptional organizational skills and the ability to multitask in a fast-paced environment.
- Problem-solving abilities and the capacity to make quick decisions under pressure.
- Flexibility to adapt to changing priorities and work schedules.
- Valid driver's license and clean driving record may be required.
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Dispatcher - Commercial HVAC - Sterling, United States - Advanced Building Services Inc
Description
Position: Dispatcher - Commercial HVACThe Dispatcher for Commercial HVAC (Heating, Ventilation, and Air Conditioning) is a key administrative role responsible for coordinating and dispatching service technicians to various commercial HVAC service calls. This position requires excellent organizational skills, effective communication abilities, and a strong understanding of HVAC systems and service procedures. The Dispatcher plays a critical role in ensuring timely response to customer requests, optimizing technician schedules, and maintaining customer satisfaction.
Responsibilities:
Dispatching Service Technicians:
