Summary: The HVAC Dispatcher/CSR is responsible for coordinating and managing service calls, scheduling appointments, and providing exceptional customer service to clients. The role combines administrative and customer service duties, with a focus on ensuring smooth operations and high-quality service delivery within the HVAC industry.
Key Responsibilities:Dispatching HVAC Technicians: - Efficiently schedule and dispatch HVAC service calls based on technician availability, skill set, and geographical location.
- Prioritize urgent calls and emergencies to ensure prompt response times.
- Maintain and update dispatch schedules, ensuring no overlaps or delays in service appointments.
Customer Service: - Answer inbound customer calls, emails, and messages, providing support, answering inquiries, and resolving concerns.
- Assist customers in booking service appointments, troubleshooting issues, and explaining service details.
- Handle customer complaints and escalations with professionalism, ensuring customer satisfaction.
- Provide customers with accurate estimates, service descriptions, and updates on the status of their HVAC systems.
Data Entry & Record-Keeping: - Accurately input customer data, service orders, and job details into the system.
- Maintain accurate service records, including job status, completed work, and payment information.
- Generate and track service reports, invoices, and billing information as necessary.
Collaboration with Technicians & Field Staff: - Communicate job details and special requirements to HVAC technicians before and during service calls.
- Monitor technician progress to ensure service calls are completed on time.
- Troubleshoot and provide support for technicians if challenges or issues arise during service delivery.
Inventory & Equipment Management: - Assist in managing inventory for service parts and equipment, ensuring technicians have the necessary tools for each job.
- Update inventory records when parts are used or replenished.
Administrative Support: - Assist with administrative tasks such as scheduling maintenance reminders, customer follow-ups, and warranty management.
- Prepare and send out customer communications regarding service appointments, maintenance schedules, and promotions.
Work Environment: - Office-based position with interactions with field technicians and customers via phone or email.
Compensation: - Competitive hourly wage or salary, based on experience.
- Health benefits, paid time off, and 401(k) with company match.
Requirements
Skills & Qualifications: - Previous experience in HVAC dispatching, customer service, or administrative roles is preferred.
- Knowledge of HVAC systems and terminology is a plus but not required.
- Strong communication skills (verbal and written) and a customer-focused attitude.
- Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.
- Familiarity with service management software (e.g., ServiceTitan, FieldEdge) is a plus.
- Proficient in Microsoft Office Suite (Excel, Word, Outlook) or similar tools.
- High school diploma or equivalent (additional education or certification in customer service or HVAC is a plus).