Dispatcher

Job Summary:
 
The Dispatcher will provide operational support by scheduling and dispatching field service employees to customer homes as well as partnering with customer service representatives and management and completing all applicable administrative duties. 
 
Essential Duties/Responsibilities*:
 
• Routes service calls and provides scheduling advice to technicians and customers.
• Promptly and effectively communicate with customer services representatives, technicians, and management.
• Provide administrative assistance to other departments which have cross over in the Service department.
• Answering phones, schedules customers and assists customers with any/all inquiries as needed.
• Manages all data entry including but not limited to utilization of emails, text messages and other communicative tools to help efficiently route manpower and other resources throughout the days.
• Ensures that good customer relations are maintained, and that customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws.
• Follows all company policies and procedures, including but not limited to safety. 
• Other duties as assigned.
 
* Duties may vary by location.
 
Minimum Requirements:
 
• High School Diploma or GED.
• 2-4 years of experience working in an office setting with a minimum of 20% of daily duties assisting customers over the phone.
• General computer competency is required, including a minimum of 1-year experience Microsoft Excel, Word, and Outlook.
• Must be able to communicate in English effectively, both verbally and in writing.
• Ability to work overtime with little notice; weekends hours may occasionally be required.
 
Preferred Qualifications:
 
• Experience in HVAC setting or large service organization.
• Completed college course work.
 
Additional Knowledge, Skills and Abilities:
 
• Customer service mindset.
• Ability to work independently and as part of a team.
• Excellent written and verbal communication skills.
• Able to work in a fast-paced environment.
• Strong organizational skills, attention to detail and the ability to multi-task.
• Willingness to learn and be a part of a team.
• Positive attitude and a team player.
• Related work experience may be substituted for education.
• Ability to build positive relationships with customers, both internal and external.
• Willingness and ability to work collaboratively with all levels of the organization.
• Safety mindset and acceptance of a safety culture.
 
Working Conditions:
 
• Open office environment.
• Fast-paced environment.
 
Physical Requirements:
 
• Must be able to lift/move up to 20 pounds frequently. 
• Frequently performs tasks requiring bending at the waist, kneeling or crouching.
• Must be able to adhere to long periods of standing, walking or sitting.
• Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other office equipment safely.
• With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception.
• Ability to express or exchange ideas by means of the spoken word to impart oral information to others. 
• Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad.
• Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools.