Dispatcher/Customer Service

Our team: -centric culture is crucial to our success, and you will work and communicate with many employees, departments, and customers each day. The right candidate for this job is one who is capable of learning multiple tasks and responsibilities. Due to the number of different tasks, prioritization is a key skill, as well as staying organized, detailed, and most importantly, following through all tasks to the end. We are a very process-focused company and are looking for individuals who will be able to support and grow our internal procedures. Attitude is also key to this job, we believe in maintaining a positive mindset at all times- during busy season, during slow times, during all the challenges and successes. We are looking for the right fit not only for us, but also for you in your professional career, so lets start the conversation! An HVAC dispatcher coordinates service calls, manages technician schedules, and optimizes daily routes. Acting as the central hub between technicians, management, and customers, they ensure the right technician is sent to the right job while maximizing efficiency, minimizing travel time, and maintaining high customer satisfaction. Duties may include: Scheduling and Route Optimization: Assign jobs to technicians based on location, skill level, and urgency to reduce travel time and fuel costs. This includes scheduling repairs and parts. Customer Communication: Serve as a point of contact for service requests, appointment confirmations, and ETA updates. Technician Coordination: Brief techs with notes and information from customers to ensure they will be successful at the job. Emergency Handling: Determine urgent or priority service calls and adjust schedules daily to accommodate emergency needs. Customer job invoicing: Review job invoices for accuracy of services, proper classification, and collection of payment. Customer service: This position will also answer inbound phones. Administrative/Data Entry: Assist with other office tasks as assigned.

Experience: 13 years of experience in dispatching, scheduling, or a high-volume customer service environment.

Skills: Proficiency with Microsoft Office and Teams. Service Titan experience is preferred but not required. Soft Skills: Exceptional multitasking, problem-solving under pressure, conflict resolution, and strong verbal communication skills. HVAC industry awareness: Industry experience is preferred but not required. Continuously developing this knowledge will be required upon starting the position.*We are an Equal Opportunity Employer and all inquiries are kept confidential. Must be computer literate with knowledge of Quickbooks, Excel, Word, and Microsoft Teams. Service Titan experience is preferred but not required. Possesses a team player mentality and communicates in a friendly and professional manner to customers, vendors, and employees through phone calls, emails, and text messages. Must communicate with customers in a way that expresses knowledge about our services and our membership plans. Answers the phone quickly and professionally. Takes action immediately on any customer requests and follows it through to the solution. Must be able to create and review invoices, in addition to processing paperwork for new installs including warranty registrations and rebate applications. Ability to participate in and oversee numerous administrative responsibilities. Maintains detailed notes and has the ability to follow up on all service requests, both internal and external in a timely manner. Updates every customers Service Titan account (CRM system) for each customer interaction. Accurately captures all new customer information in the CRM system. Follows up on all leads, proposals, and potential sales until closed or dismissed. Comfortable making cold calls to current and prospective customers on service and maintenance specials. Schedules service and sales appointments with customers and assigns the appropriate staff to perform the work. Maintains service agreement contracts for renewals and scheduling. Ability to adhere to schedule optimization techniques determined by the seasonality of the business. Independently oversees and determines solutions to customer issues. Possesses a positive and highly self-motivated attitude and approach to their work. Has a strong work ethic and takes the initiative to help on any projects or issues willingly within or outside of the Customer Service Department. Quickbooks data entry of vendor bills, invoicing, payments, and report generation experience is preferred, but not required.