HVAC Service Dispatcher
2 months ago
College Point
Job DescriptionSalary: Title: HVAC Service Dispatcher Job Summary Infinity Contracting Services, Corp. is actively seeking a highly motivated HVAC Service Dispatcher to join our team in College Point, NY. The HVAC Service Dispatcher must maintain the Service Technicians daily and on-call schedules, dispatch technicians as service calls are completed, schedule return trips with customers when required parts are received, and maintain a customer database with current information. Clear and concise communication with department managers, employees, and customers, including keeping customers apprised as to the company schedule and requested lead-times, is imperative. Responsibilities and Duties • Take incoming customer calls., • Schedule and coordinate all service calls as they are received., • Create a dispatch ticket for all service calls., • 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/emails left overnight., • Maintain the dispatch board/schedule., • Forecast workload for 2 3 days out, • Contact customers with a Parts Pending status as parts are received for scheduling., • Follow up on all pending and recommended work with customers utilizing the pending work log., • Maintain the maintenance agreements, including scheduling, staging materials, database information, customer hard files, and renewals., • Help Service Manager with marketing issues as directed., • Order parts for special orders., • Forward list of parts used by technicians to the warehouse for truck restock., • Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.), • Type service contract proposals for new customers, • Maintain an on-call schedule, to include 1st on-call and standby technician, • Maintain customer history files in a database, • File service orders, • Prepare paperwork for all manufacture warranty parts, • Facilitate the return of warranty parts, • Update service database from the service ticket, • Maintain service invoice log, • Compare service timecards and work orders to the service schedule., • Compare time cards to GPS Report, • Check service time cards for accuracy, • Pull checks and charge slips and compare to invoices., • Happy calls/customer surveys., • Calculate reporting information and enter it into a database., • Advanced customer service skills., • Ability to multi-task, • Organized, • Geographical knowledge of service area or map reading skills, • Knowledge of the HVAC industry is required, • Computer skills, • High school diploma or general education degree (GED), • Two years of HVAC related experience and/or training or equivalent combination of education and experience in customer service, dispatching, or project management