Dispatcher - Commercial HVAC

Job Details

Position: Dispatcher - Commercial HVAC

The 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:

• 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.

Customer Communication:

• 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.

Technical Support and Resource Management:

• 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.

Administrative Duties:

• 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.

Requires:

• 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.

 Advanced Building Services

 06/01/2024

 Sterling,VA