Position Overview: The Service Dispatcher's responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution. Additionally, corresponding with technicians in real-time to complete close out process to help maintain the quality of services to our customers. Essential Job Functions:
- Proactively plan, forecast, and dispatch service calls.
- Manages and organizes customer service calls prior to their deployment to the Service Technician.
- Accurately dispatches the required service technician with the correct skill level for the service call minimizing unnecessary costs and building customer confidence.
- Communicate the status of the service call to the customer while it is in progress and follow up with the customer after the service call has been completed.
- Works closely with Branch Manager and Service Technicians to provide administrative tracking support
- Assists with managing the customer maintenance contracts and organizing Service Technicians' workflow to accommodate for these contract needs.
- Communicate effectively with both the internal and external customers to guarantee prompt and responsive service for their immediate and long-term needs.
- Continually review current processes, services and make recommendations/proposals to improve and strengthen customer experience.
- Works cohesively with Branch Manager, Service Technicians, Account Managers and Business Development Managers to support and promote multiple business solutions for both short- and long-term growth opportunities.
Requirements:
- A minimum of two (2) years of relevant work experience in HVAC, Electrical, or Plumbing service industry.
- Demonstrated work history showing increased responsibility and professional growth.
- Proven track record in customer service.
- IT competent: proficient with Microsoft Office Suite and familiar with multi-line phone systems.
- Highly organized with exceptional follow-through abilities.
- Strong verbal and written communications.
- Team player: ability to build trust, diffuse conflict and hold others accountable.
- Punctual, dependable and possess a positive attitude.
- Competitive, results-driven individual. Contributor who also loves to win as a team.
- Highly motivated, flexible, and great attitude.