Hvac dispatcher

Wingate heating cooling plumbing roofing is looking for a happy, team oriented, self motivated, hard working individual. Someone who enjoys working with a team, focusing on daily goals, and enjoys winning the day. As a Dispatcher you are able to work and direct all the field employees, set them up for success, and help drive the company forward. We are looking for someone with 3+ years experience. We prefer an individual with Nexstar and Service Titan based mindset and training. Training is provided and required for this position.

Dispatcher Job Description

Dispatcher is in constant communication with Service Technicians, Maintenance Technicians, and Installers. Communicates with the customer to ensure customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problems. Efficiently plans and routes the most-appropriate technicians in accordance with established guidelines and company procedures. Work is performed in accordance with established processes and procedures in a fast-paced, constantly changing environment.

Responsibilities:

• Responsible for scheduling service/maintenance calls and maintaining schedule for residential projects via communication of personnel requirements from Service Manager.
• Answer all calls using script designated for this position.
• Detail oriented is a must for all information input into system. (Double check all contact info)
• Dispatch according to Priority Sheet
• Dispatch proper tech to calls according skill set
• Dispatch opportunity calls accordingly
• Efficiently and effectively plans and routes technicians to service calls based on technician availability and skill sets, customer equipment and needs, geographical location, and latest information in Service Titan.
• Ensures Service Titan is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling in order to maximize capacity planning.
• Reviews customer history and related information in the system(s) to note balances due, service call history, and related information in order to communicate appropriate information to the customer and to the technicians and installers.
• Ensures Dispatch Board and other related items in Service Titan are updated as required.
• Promptly responds to service technicians’ requests.
• Represents the company professionally, honestly, and ethically in all business matters and concerns.
• Identifies issues/problems/concerns regarding technicians productivity based on continual communication and working with technicians. Informs Service Manager and Office Manager of issues/problems/concerns requiring their attention and action.
• Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns.
• Provide an outstanding customer service experience. When speaking with customers introduce them to the SMA product if they are not currently on an SMA.
• Performs similar/other duties as needed or assigned.
• Must be able to multi-task and work effectively in fast-paced and constantly changing work environment.
• Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
• Excellent customer-service, communication, and interpersonal skills.
• Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.
• Ability to work effectively in both a team and an independent environment.
• Effective organizational and time-management skills. Must be able to prioritize work based on service demands.
• Maintain/organize knowledge of all current issues that need attention from various departments that require follow up. Be the point of contact for these customers and other employees to resolve issues or answer questions
• Enter all new customer information into the software, and maintain current customers information
• Call/Email customers who have upcoming maintenance appointments due to get them scheduled
• Call customers when techs are running late and are not able to make scheduled time
• Call techs when adding on calls or changing schedule
• Enter new maintenance agreements purchased into the customer’s profile
• Upon completion of service/install, call customer and fill out follow performance forms. Send review request to customer via review website
• Direct report to Service Manager

If this job is appealing to you, please apply today through indeed or our website callwingate.com Or email [email protected]

Job Type: Full-time

Pay: $16.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Cincinnati, OH 45240 (Required)

Ability to Relocate:

• Cincinnati, OH 45240: Relocate before starting work (Required)

Work Location: In person