HVAC Dispatcher
Cherry Hill, NJ, United States
HVAC Dispatcher - Len the Plumber Heating & Air
Full-Time Hourly position - Working in our Mt Laurel / Cherry Hill NJ Branch Office- Supporting our expanding HVAC Team!
The HVAC Dispatcher will work directly with the service technician, alongside the service manager to prioritize the calls and maximize revenue at every opportunity for the HVAC Department. The dispatcher has a vital role in the success of the department and meeting departmental revenue budgets.
Essential Job Functions:
Maintains the daily schedule of calls and prioritizes the most urgent and profitable calls to meet departmental budgets
Updates Service Manager throughout the day on revenue and any issues in the field
Updates Call Center Lead with calls needed to fill schedule
Manage the whereabouts and needs of technicians in the field
Main efficient communication with field and office personnel via phone calls, texts, emails, and instant messages
Learn and become competent with the CRM software
Confirm upcoming appointments for the department
Learns the strengths and weaknesses of service technicians to methodically select right tech for the right call through understanding the batting order
Builds rapport witsame-dayh technicians to foster good communication between tech and dispatcher
Communicates with customers to keep them informed of their appointment, provide ETA/update and confirmation calls
Manage the Dispatch Task Manager and complete all tasks promptly
Reviews service calls and any prior customer or location history to drive revenue
Promotes same day work and rearranges schedule to accommodate completion of job
Schedules return visits or sold work accordingly on time
Reschedules low-priority calls to capture the urgent and high-priority calls
Reschedule jobs that were placed on hold
Cancel calls as needed for accurate record-keeping
Updates customer's account as needed with accurate information
Reviews completed work for accuracy and ensure technicians have captured all needed information.
Provide reports on technician KPI and revenue as needed
Participate in ongoing training to develop as a professional
Other Job Functions: Administrative duties to the assist the service, sales and install departments as needed
Working Conditions/Physical Demands: Work is generally performed in an office environment.
Ability to sit for prolonged periods of time at a computer Evening and Weekend rotations required
Ability to work overtime as needed
Stable Home Internet Connection for occasional remote work
Qualifications/Abilities: Ability to multi-task with a high level of accuracy and attention to detail
Mastery of prioritization of tasks and responsibilities without oversight
Strong communication skills, written and verbal
Proficient with Microsoft Suite including Word, PowerPoint, Excel, Teams and Outlook
Goal-driven and results-oriented
Resourceful, quick thinking, and adaptive
Experience with ServiceTitan preferred but not required
EXPERIENCE/EDUCATION: High School Diploma or GED
Sales experience strongly desirable
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
EOE
Rev.2/13/24 MC