Dispatcher

Located in Portland, OR

Salary: $24-$29

Job Title: HVAC Service Dispatcher

Work Hours: 7:00am-4:00pm, Monday through Friday (after hours as needed)

Pay Scale: $24-29/hr., DOE

 

Primary Job Function: This position includes maintaining the Service Technicians'' daily schedules, dispatching calls, scheduling return trips with customers when parts are in, and always providing customers with the highest quality experience.

 

 

Required Qualifications:
• 2+ years Dispatching experience
• Five years related experience and/or training in customer service, billing or project management or equivalent combination of education and experience
• Highly developed sense of integrity and commitment to customer satisfaction
• Passion for excellence with respect to treating and caring for customers
• Ability to multi-task
• Ability to communicate clearly and professionally, both verbally and in writing
• Pleasant, patient and friendly attitude
• Geographical knowledge of service area or map reading skills
• Attention to detail
• Organized
• Excellent communication / listening skills
• Strong work ethic and team player mentality
• Able to handle complaints and unpleasant customers in a professional manner
• Ability to relate to customer
• Fluent knowledge of Microsoft Office
• Advanced customer service skills.

 

Desired Qualifications:
• Working knowledge of HVAC industry
• ServiceTitan experience
• Specific experience dispatching for a service industry (plumbing, electrical, HVAC or similar)
• Advanced level knowledge of software technologies, such as iOS, Android and Windows OS.

 

Daily Duties:
• 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 and take incoming customer calls as a backup to CSR(s).
• Maintain the dispatch board / schedule.
• Daily follow ups from previous days calls
• Verify labor is accurately recorded on technician timesheets
• Invoice Service jobs daily
• Forecast workload for 2 – 3 days out and provide CSR team with a forecast
• Contact customers with a “Purchase Order Received” status as parts are received for scheduling.
• Assign scheduled jobs with customers utilizing the Unassigned work log.
• Schedule Commercial Membership visits, including ordering parts needed for visit completion.
• Help Supervisor with service issues as directed.
• Order parts for approved Estimates.
• Other duties as assigned

 

Success Factors / Job Competencies:
• Customer Service – ability to service both internal and external clients with a high degree of satisfaction
• Organization – Ability to keep multiple schedules and projects organized and on schedule
• Commitment to company values
• Communication – Excellent interpersonal communication skills

Apply Now