Dispatcher

All Star Heating and Cooling of Central Florida

Mt Dora, FL 32757, USA

Published: 6/14/2022

Full Time

Dispatcher - $800-$1100/wk

CRM software operation and management
Communicate with customers, updating job list accordingly with pertinent information
Answer phone calls, emails, text messages where applicable
Data input - job history / pics / notes where applicable
Coordinate scheduling for installations, service calls, maintenance visits, misc repairs
Maintenance contract coordination, preparation, and implementation
Immediately update (as received) service issues, parts issues, and order updates as needed

Job Duties:

Inbound Call Handling: As a Dispatcher, you will be responsible for handling all inbound calls to our HVAC company. This includes answering customer inquiries, scheduling service calls, and providing information about our services. You will need to handle these calls in a professional and courteous manner, ensuring that all customers receive excellent service.

CRM Data Management: You will be responsible for managing our Customer Relationship Management (CRM) system. This includes entering and updating customer information, logging service calls, and tracking technician schedules. You will need to maintain a high level of accuracy in this data to ensure that our operations run smoothly.

Effective Communication: You will need to communicate effectively with both technicians and customers, ensuring that all necessary information is accurately conveyed. This includes scheduling service calls, providing technicians with detailed job information, and keeping customers informed about the status of their service. Additionally, you will serve as the liaison between our office staff and field technicians, facilitating communication and coordination.

Attention to Detail: You will be managing a large amount of information, including service schedules, technician availability, and customer details. It is crucial that you maintain a high level of accuracy in this information to ensure that our operations run smoothly.

Time Management: You will need to manage your time effectively to handle multiple tasks simultaneously. This includes prioritizing tasks based on urgency, coordinating with technicians to ensure timely service, and adjusting schedules as needed to accommodate unexpected changes.

Fast-Paced Environment Adaptability: Our HVAC company operates in a fast-paced environment, and you will need to be able to keep up with the pace. This includes being able to quickly adapt to changes, make decisions under pressure, and maintain a calm demeanor in stressful situations.

Coordination: You will be responsible for coordinating the dispatch of HVAC technicians to service calls. This includes determining the most efficient routes for technicians and ensuring that they have all the necessary information to complete their jobs effectively.

Record Keeping: You will need to keep detailed records of service calls, including the nature of the problem, the actions taken to resolve it, and any follow-up that may be necessary. This information will be crucial for maintaining our high level of customer service and for any future service calls.

Customer Service: As the first point of contact for many of our customers, providing excellent customer service is paramount. This includes answering customer questions, addressing concerns, and ensuring that customers are satisfied with our service.

Qualifications:

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